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QUALITY CONTROL AND SERVICES - Coggle Diagram
QUALITY CONTROL AND SERVICES
Personal quality
Image, presentation and personal disposition
Clothing is very important in all areas of our life, but in the workplace it acquires a certain importance depending on the position that
let's perform.
Principles and values of personal quality
Personal quality can be defined as the response to the "tangible" and "intangible" demands and expectations of both other people and people.
own.
Commitment and awareness of quality
Quality has become one of the pillars for today's organizations
to achieve success
The image of the organization through the person.
The quality is the fulfillment of the expectations of the client or user.
The service
The voice of the customer. Diagnosis of the needs of the
client
Today it is no longer enough to satisfy the customer: it is necessary to delight him. To achieve it there is
to listen to their opinions and translate them into concrete actions
Service strategies. Cooking of service and
product
Customer service strategy is to have leadership from senior management, because it is the basis of driving the value chain from service to customer satisfaction
Customer Service Strategy
Top management leadership is the foundation of the chain.
Internal quality drives employee satisfaction
The employee satisfaction drives loyalty.
Quality indicators. Low quality risks
A dissatisfied employee generates dissatisfied customers.
Own employees are "the first customer" of a company, if they are not satisfied as we intend to satisfy external customers.
Low-quality companies are forced to invest more
in marketing to "replenish" customers who continually lose.
Benefits of service excellence
Excellence has a direct impact on the business. And this is clear.
Phases of the service
Welcome and Listen
We must maintain good communication that allows us to know what you want, when
you want and how you want it in a serious case to guide us instead.
Go overboard with the customer. Leave what you have in your hands to dedicate a
exclusive attention.
Treat him with polite respect and affection. Welcome you showing confidence and
knowing how to keep distances, applying the appropriate treatment
Help the client to expose his problem. Start the relationship with questions from
openness that help you expose your need or your problem
Listen to him
Pay attention to you when you explain your needs, problems or reasons that
have led to enter our company. It is not about hearing but about listening.
Information and Advice
You have to show absolute security to create an environment of trust, you also have to be truthful and modest, not over promise or lie in order to carry out the
sale.
To ask
It is the simplest way to collect the information of who we have in front of,
it is also a way of showing interest and empathy for our interlocutor.
Provision of the service
Any company must maintain strict control over the internal processes of
Customer Support.
Elements
Determination of customer needs
Service times (Analysis of duty cycles)
Customer service surveys
Fired
The farewell phase is short, cordial and in it you have to look for the client to leave
satisfied and eager to request new services again.
The client
Customer types
The client is a person or an organization that needs to satisfy a need
acquiring a product or service
The internal customer
It is the one that belongs to the organization, and that not because it is in it, stops requiring
of the provision of the service by the other employees.
The external customer
It is the person who does not belong to the company, but nevertheless they are those who
attention is directed, offering them a product and / or service.
End Customers
It refers to the people who will use the product or service acquired from the Company
and that they are expected to be pleased and satisfied. T
Intermediary Clients
They are the distributors who make the products or services provided by the Company
are available to the end user or beneficiary.
Customer satisfaction and delight
In the service provided by a Company, all those benefits are included,
both of use and socio-cultural, which make the sale of the product more advantageous for intermediaries and which allows consumers to obtain the maximum
satisfaction.
Customer needs.
William B. Martín tells us that in order to serve our client, we must
know their needs, such as the need to be understood
Hard and soft service specifications
Components of quality in service According to Idelfonso Grande Esteban, the
Customers rate the quality of service through the following components:
Reliability
The ability to offer the service in a safe, accurate and consistent manner
Accessibility.
Service companies especially must make it easier for customers to contact
with them and can receive prompt service.