PRESENTED BY : YANIQUE GRANT (CUSTOMER RETENTION

CONSULTANT)

RELATIONSHIP BETWEEN

CUSTOMER CARE AND QUALITY

What is Quality?•Q

uality management is an organization-wide approach to understanding precisely what customers need and consistently delivering accurate solutions within budget, on time and with the minimum loss to society.

What is Customer Care?

SATISFY

EXCEED

EMOTIONAL

INTELLECTUAL

+

VALUE

Manufacturer

ToyotaTrack & Trend analysis

Customer

Quality Service -Prevention

Exceptional Service

Complaint/Request

Quality Customer Service

THE BENEFITS OF QUALITY SERVICE:

Customer loyalty Increased sales and profit Increased customer base More frequent sales, repeat business, larger sales,

order upgrading, reordering Savings in marketing, advertising and promotion

budgets Fewer complaints in an environment receptive to

complaints; more complaints resolved, customers stay

Positive company reputation

DifferentiationImproved team morale and productivity because customers respond positively to themImproved team relations: people talk to each other because they are in better moods, doing work they more often enjoyFewer team grievances, absenteeism and tardinessLess turnover

BENEFITS OF QUALITY CUSTOMER CARE

THANK YOU!!!

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