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Unit 6. Service Leadership: How to achieve it - Coggle Diagram

- - - - To differentiate themselves and position themselves above their competitors. However, what makes it possible to achieve differentiation is the quality of service with which they offer their products / services to their customers. That is why companies should be motivated to conduct an analysis of customer satisfaction, in view of the new service quality strategies implemented.
- - - - 1. The customer above all else.
        
        It is the customer who must be kept in mind first and foremost.
      - 2. Nothing is impossible when you want it.
        
        Sometimes customers ask for almost impossible things, with a little effort and desire, you can get what he wants.
      - 3. Fulfill everything you promise.
        
        Many companies use deception to try to make sales or retain customers, but what happens when the customer finds out?
        customers, but what happens when the customer realizes it?
      - There is only one way to satisfy the customer, give him more than he expects. When the customer is satisfied by receiving more than expected, how do we achieve this? By knowing our customers very well, focusing on their needs and desires.
      - 5. For the customer you make the difference.
        
        People who have direct contact with customers have a great commitment, they can make a customer come back or never want to come back. That makes the difference.
      - 6. A dissatisfied employee generates dissatisfied customers.
        
        The company's own employees are " the first customer " of a company, if they are not satisfied, how we intend to satisfy the external customers, that is why the resource policies must go hand in hand with the marketing strategies.
      - 7. No matter how good a service is, there is always room for improvement.
        
        If the proposed goals of service and customer satisfaction have been achieved, it is necessary to set new objectives, "the competition does not give truce".
      - 8. When it comes to customer satisfaction, we are all a team.
        
        Everyone in the organization must be willing to work towards customer satisfaction, whether it is a complaint, a request or any other issue.
- - - - Top management leadership is the foundation of the chain.
      - Internal quality drives employee satisfaction.
      - Employee satisfaction drives employee loyalty.
      - Employee loyalty drives productivity.
      - Service value drives customer satisfaction.
      - Customer loyalty drives profits and new audience acquisition.
  - - - when we are in a favorable work environment, our productivity and performance will be better and we will try to perform our tasks with greater pleasure and dedication..
    - - of all the topics discussed will generate a greater commitment on the part of the employee and will ensure that all personal and group objectives will be met, to the benefit of both the employee and the company and society in general.
    - - having a dynamic, mature and tolerant group of people, tolerant of frequent human contact and with attitudes and aptitudes in line with what is being sought, is the first step for a company to be successful in the market.
    - - to prevent an employee who is in direct contact with customers from improvising or not knowing what to do, it is necessary to train him/her to deal with difficult situations or situations specific to his/her position, when communicating with consumers.
- - - - A company's competitiveness is determined by the quality, price and delivery time of its products or services. You are more competitive if you can offer better quality, at a lower price and a shorter delivery time.