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CUSTOMER SERVICE. “ Going Beyond Customer Satisfaction “. take this test. Click below:. LEARNING OBJECTIVES. COURSE OUTLINE .Importance of Quality Customer Service .Understand Customer Needs and Expectations

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Customer service


“ Going Beyond Customer Satisfaction “

take this test

Click below:

Learning objectives


  • .Importance of Quality Customer Service

  • .Understand Customer Needs and Expectations

  • .Measure Customer Satisfaction

  • .Exceed Customer Expectation

Definitions of quality

  • Product- Based

    Quality is viewed as a quantifiable or measurable characteristics or attribute.

  • Manufacturing – Based

    Concerned primarily with engineering and manufacturing practices. Uses the universal definition of “Conformance to Requirements” as established by design.

    Any deviation implies a reduction in quality.

  • User- Based

    Quality is an individual matter and that products that best satisfy their preferences

    are those with the highest quality.

  • Value- Based

    Quality is defined in terms of costs and prices as well as number of other attributes. Consumer’s purchase decision is based on quality at an acceptable price.

    The designation is assigned to the “best-buy “product or service.

  • Transcendental

    Quality is viewed as difficult to define or operational.

Quality is an attitude it is doing things right the first time all the time
QUALITY IS AN ATTITUDE “It is doing things right the first time all the time.”

Services Differ from Goods

Services are basically INTANGIBLE

  • performances and experiences versus objects with defined measures

  • precise specifications on uniform quality can rarely be set

  • criteria for evaluation may be complex and difficult to capture accurately.

  • services cannot be stored.

    Services are HETEROGENEOUS

  • performance often varies from provider to provider; customer to customer,

    and day to day

  • can rarely be standardized to ensure uniformity

    Service consumption occurs during delivery.

    SERVICE QUALITY is the extent of gap between customer’s perceptions of how a service is performed versus their expectations about how the provider should perform.

Why Customer Service?

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Understanding our customers needs and expectations
Understanding our customers’ needs and expectations

Personal needs

To feel welcome

To feel important

To be understood

To feel comfortable

To feel safe and secure

Practical needs

Quality Products

Reliable Information

Steps in handling complaints
. satisfaction?Steps in Handling Complaints

Before we go... satisfaction?

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References satisfaction?


shared slides satisfaction?


shared slides satisfaction?