Blueprint For A Total Quality Service Strategy

The Definitive Guide That Will Take Your Service Level To WOW Your Customers And Keep Them Coming Back

Frontline employees not only deliver the goods in service organizations, they are the goods. Service quality sounds brilliant but how do you do it?

The goal of service quality is very simple - customer satisfaction. High levels of repeat customers lead to high levels of profit. It is not unusual for companies to find that 20 percent of their customers provide over 80 percent of their revenue. These are repeat customers.

Customer retention needs to be at the heart of profitable companies. The sales cost of recruiting a new customer is five to six times that of retaining a repeat customer. Thus, with higher satisfaction you achieve a higher return rate. Your cost of sales goes down and your profits go up. It’s that simple. Yet many organizations are losing customers that they had worked hard to gain initially.

If customer service is the main goal, what then are the ingredients for a powerful quality service strategy?

OBJECTIVES

Come learn how organizations can adopt a service strategy that will ensure they retain existing customers and in the process gain new ones.  Participants will also achieve a good grasp of the fundamentals, what to do and finally how to do it. Some of the steps involve plans, processes, and tools but will be kept simple. Our approach is to invite creative thinking, not restrict it, as no amount of guidance can ever replace participants’ creative energy while working through their implementation process.

TESTIMONIAL

“If there is a blueprint to deliver quality service, there is none more complete and actionable than what the trainer has taught us.”

Ricardo Menchez, Manager, Gap

P.S. To find out more about this programme, contact us NOW for our 2-day workshop at contact@quartonmanagement.com or robertchew@quartonmanagement.com. Alternatively, you may also call (65) 9672 8103.