Training presentation on creating customer delight based on basic quality concepts. It includes the framework for Customer Delight, identifying and maximizing the moments of truth, management of service recovery and tips to create a positive service culture. To download this complete presentation, please go to: http://www.oeconsulting.com.sg

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Customer Delight
through Quality
© Operational Excellence Consulting. All rights reserved.

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Objectives
• Understand the basic concepts of delighting
customers through quality
• Define what it takes to create Customer Delight
• Define how to maximize on Moments of Truth
• Describe how to manage Service Recovery
• Explain the imperatives of a positive service
culture

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Contents
• What is Quality?
• Quality: The Big Picture
• Who is the Customer?
 External Customers
 Internal Customers
• Product Quality
 Expectations of Product Quality
• Service Quality
 Why do Companies Lose
Customers?
 Reasons for Switching to the
Competition
 Experienced Poor Service?
 5 Dimensions of Service Quality
 Moments of Truth?
 How to Maximize the Moments of
Truth
 8 Steps to Service Recovery
• Service Culture
 Management Support
 Motivators & Rewards
 10 Tips to Positive Service Culture
• People
 Being a Customer-oriented
Professional
• Summary
NOTE: As this is a PREVIEW, only selected slides
are shown. To download the complete presentation,
please visit: http://www.oeconsulting.com.sg

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What is Quality?
Conformance with
requirements
(stated needs)
Fitness for purpose
(implied needs)
spoken
unspoken

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Continuous
Improvement
Quality: The BIG Picture
Customer

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Who are your Internal Customers?
• Subordinate
• Peer
• Supervisor
• Other departments
• Treat your colleagues as your customers

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Expectations of Product Quality
• Meet requirements
• Right the first time
• Perform as expected
• Innovative
• Defect free

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5 Dimensions of Service Quality
• Reliability
• Assurance
• Tangibles
• Empathy
• Responsiveness

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Moments of Truth
• A moment of truth is any interaction a
customer has with our business

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8 Steps To Service Recovery
1. Express respect
2. Listen to understand
3. Uncover expectations
4. Repeat the specifics
5. Outline solution or alternatives
6. Take action and follow through
7. Keep customer informed of status
8. Validate for satisfaction

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Management Support
• Lead by example – role modeling
• Provide on-going coaching and counseling
• Adopt a learning attitude

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Motivators & Rewards
• Rewards and recognition
• Motivators
 Positive reinforcement
 Customer compliments
 Take pride on job well done

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SUMMARY: Achieving Customer
Delight
• Starts with you
• Adopt a Quality mind-set
• Be responsive
• Take ownership of the problem
• Anticipate customer’s need
• Commit to doing the job well

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To download this presentation,
please visit us at:
www.oeconsulting.com.sg
END OF PREVIEW