Here, we fuse together Quality and Customer Service. Quality is seen as the internal approach to customer satisfaction; while Customer Service takes an external perspective to enhance the client’s experience.
TOPIC 1 – CUSTOMER SERVICE I
A ‘have a nice day’ mentality and plastic smiles are not what we see as effective customer service.
Our view is that customers and potential clients should be treated by you as how you like to be treated. A professional approach tempered with a genuine concern for people and their diverse needs and wants is the way forward.
TOPIC 2 – CUSTOMER SERVICE II
Building on the first e Booklet/Unit of Customer Service, you put yourself into the shoes of actual and potential customers.
You will understand the nature of their expectations from the product or service and how clients have bought into the Marketing ‘offerings’ of the organisation.
A Customer or Marketing orientation is seen as the key to effective service.
TOPIC 3 – CONTINUOUS QUALITY I
Linked closely to Customer Care and Customer Service is Continuous Quality.
In a sense customer care/service is an outward looking perspective; continuous quality is a customer orientation from within the organisation.
Starting off with Quality Control we move to diverse approaches to maintaining and delivering quality on an ongoing basis.
TOPIC 4 – CONTINUOUS QUALITY II
While you cover Quality Assurance, Totally Quality Management and other quality techniques, these processes must be inextricably linked to a state of mind – a perspective that sees the needs and wants of the customer as paramount with excellent products and service. We see Quality as being linked to the notion of the fully fledged Marketing Organisation.
