Team Eminence
"Cost is long forgotten but quality is remembered forever"
Meet The Team Denue Donaldson Jenise Malcolm Shanna-Lee Thorpe Shamecca Spence Ryan Kerr
Objectives What is Quality? Factors affecting quality Top 5 factors affecting Customer Satisfaction Ways to maximize quality of service Quality Assurance contribution to BHAG Team Eminence Initiative
What Is Quality?Quality is a process-centered approach to ensuring that a company or organization is providing the best possible products or services
Quality assurance is any systematic process of checking to see whether a product or service being developed is meeting specified requirements
Quality is the essential and high grade service to which our customers are subjected to at all times
Factors Affecting Quality of Service
•Not Having the right tools and information to address customer’s needs•Not providing accurate information due to lack of product knowledge •Lack of using resources
Knowledge
•System issues•Effective use of resources to process contactsEfficiency
•Technological and engineering or re-engineering aspects of products and servicesTechnology
•Type and quality of response provided by our resource team•Complaint management•Our ability to commit on deadlines and how efficiently they are met.
Communication Gap
Top 5 factors affecting Customer Satisfaction:
Product quality.
Pricing (fair based on product or service
being offered
Company’s policies
(how complaints
are handled).
Customer service
(knowledgeable, friendly
reps).
Overall buying
experience (environment, whether it is easy to do
or not).
Tips on Improving Customer Satisfaction
Giving Customers What
They Want, When They Want
It
Aim to give more than what your
consumers expect –
CONSISTENTLY
Listen, apologize, and then ask what you can do to make it right
Being responsive to customer’s questions, complaints, or other
needs can gain a clear competitive advantage
Tailor business processes to best serve customers
Contribution to BHAG
Our service delivery should match customer expectations and what we promised to deliver. The customer is relying on us to fully address the reason for their call.
Reliability
Contribution to BHAG
Good quality customer service keeps customers coming back; bad customer service drives customers away, taking their friends, family and workmates with them.
Quality
Contribution to BHAG Cont.
Customers expect competent delivery of our goods and services. It is our duty as frontline agents to have and retain the training that allows competent delivery of service. Customers expect reliable and competent service delivery in an easily accessible form.
Competence
Contribution to BHAG Cont.
Customers are mainly interested in the solutions to their problems. Learning the need is important as it allows a timely and efficient resolution. We should always aim to be apart of the solution.
Solutions
Contribution to BHAG Cont.
Generate loyalty through
customer interaction
Decrease churn
Contribution to BHAG Cont.
Reduce Errors
Save time
Team Eminence Initiative
Through out the course of our time together on Vista Uprisers, members of Team Eminence will be sending out Tips on how to improve on Quality so we can get one step closer towards achieving our goal of 30 million loyal customers by 2020