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QUALITY AND SERVICE CONTROL - Coggle Diagram
QUALITY AND SERVICE CONTROL
PERSONAL QUALITY
Presentation image and personal disposition
The people who work with the public must give a pleasant and cordial image
The personal introduction to the client is to greet him, give him a friendly smile and treat him kindly.
Commitment and quality awareness
It is the basis for the transformation of the organization based on the requirements established by the analysis of the needs and demands of the client.
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 one's own.
The image of the organization through the person.
When there are high levels of quality in the people who make up an organization, important positive advances are perceived.
THE SERVICE
The voice of the customer, Diagnosis of customer needs.
The client's voice is heard in the context in their verbal expressions, but mainly in their non-verbal ones.
The voice of the client is even more important than ours before our services
Service Strategies
customer service strategies is to have leadership from senior management, because it is the basis for promoting the value chain of service to customer satisfaction
Quality indicators
Companies that offer low quality are forced to make greater investments in marketing to replace
Benefits of service excellence
If a company does things well, that is, if it respects quality and its customers and another does not, in the long run the first has continuity.
SERVICE PHASES
Information and advice
the client must be kept well informed using simple oral and body language that they can understand
Provision of the service
Maintain strict control over internal customer service processes
Welcome and listen
a good communication that allows us to know what you want, when you want it and how you want it in a serious case to guide us in your place
Fired
The farewell phase is brief, cordial and it is necessary to ensure that the client leaves satisfied and with the desire to return to request new services.