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QUALITY CONTROL AND SERVICES - Coggle Diagram
QUALITY CONTROL AND SERVICES
the following is described
THE CUSTOMER
SERVICE PHASES
THE SERVICE
PERSONAL QUALITY
we can see the
Image, presentation and personal disposition
Costumes
Personal presentation
Principles and values of personal quality
Expectations "tangible" and "intangible"
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Commitment and awareness of quality
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understands
The voice of the customer
Diagnosis of the needs of the
client
To satisfy the client
Listen to customer opinion
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it's based on
Welcome and Listen
Commit to the customer
Treat you with polite respect and affection
Help the client to expose their problem
Listen to him
Information and Advice..
2 more items...
COMMUNICATION AND CUSTOMER SERVICE
LEADERSHIP IN SERVICE: HOW TO ACHIEVE IT
show that we can
What to manage in customer service
The strategic plan
Strategies to ensure a high quality service
Top management leadership
Internal quality
The satisfaction
The loyalty
The productivity
The value of the service
The satisfaction
The creation of value, positioning and differentiation
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takes care of the
Personalized attention
Telephone service
Greet the interlocutor
Give the name of the company and position or department
Say our name
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Handling of complaints and claims
After-sales service.
details the following
Customer types
The internal customer
The external customer
End Customers
Intermediary Clients
Customer satisfaction and delight
The ego and self-esteem
Hard and soft service specifications
Need to be understood.
Need to be well received.
Need to feel important
Need for comfort.
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