Total Quality Managment
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Transcript of Total Quality Managment
Group Members (SUFIes)
M.haroon afzal bsme-01113017 Akmal hafeez bsme-01113011 Waqas gul bsme-01113066 Rashid munir bsme-01113015 Tauswer Niaz BSME-01113065
CUSTOMER
• A customer is the recipient of a good, service, product, or idea, obtained from a seller, vendor, or supplier for a monetary or other valuable consideration. Customers are generally categorized into two types…
• Intermediate Customer Or Trade Customer
• Ultimate Customer
CUSTOMER Care
• Customer care is at the heart of all successful companies. It can help you develop a loyal customer base and improve relationships with your customers.
Customer is important… Why ???
• You may have number of products. but, there should be some one to buy. Otherwise it is of no use…
Customer is KING..
• Awareness today.. Thanks to media.• Wide Range of products..• Competition• Better quality• Question a lot• Tell about Bad to Ten - but good to none !
Dealing with customer..
• Listen carefully– Show you are listening– Avoid interruptions
• Ask clear questions– Find the problem
• Be polite– Use positive language
• Smile– You can tell when some one is smiling even if you can’t see them !
Strategies
• Building brand equity
• Creating customer satisfaction
• Creating and maintaining relationships
Facts about customer Care
• 54% to 70% of customers who complain will do business with you again if they feel their problem is resolved. That figure jumps to 95% if the customer feels the complaint has been resolved quickly.
• 80% of business leaders believe their companies are doing a good job in the way they treat customers.
• Only 8% of customers agree.
Why it matters?
Businesses need to recognize:
•The benefits of having satisfied customers
•The costs of having dissatisfied customers
Rules
• Answer your phone– Make sure that someone is picking up the phone when someone calls your business.
• Don’t make promises unless you WILL keep them• Listen to your customers
– Let your customer talk and show him that you are listening by making the appropriate responses, such as suggesting how to solve the problem .
• Deal with complaints • Be helpful, courteous, and knowledgeable
Words that damage customer relationship
• You don’t understand.• I don’t know. • I can’t…• You don’t see my point. • Hold on (or hang on) a second. • Our policy says (or prohibits)…• That’s not my job/responsibility.• You must/should…• You’ll have to…• What you need to do is…
Words that damage customer relationship
• Please.• Thank you.• How may I help?• I was wrong.• You’re right.• I understand how you feel.• Have you considered …• I’m sorry for …• What do you think?• Would you mind?
Communication is a 2-way Process
Communication skills involve:• Listening to others (Receiving) message • Asserting/ Expressing (Sending)
sender
receiver
sender
receiver
BarriersBarriers
Effective Communication Skills
Eye contact & visible mouth
Body language
Some questions
Encouragement silence to continue
Summarising Checking for understanding what has been said Smiling face
Effective Communication skills
Barriers to Effective Communication
Language Noise
Time Distractions
Other people Put downs
Too many Lack of interest
Questions
Distance Disability
Discomfort
with the topic
Barriers to effective communication
Factors Affecting the Quality of Service
• Reliability• Confidence• Responsiveness• Efficiency• Consistency• Organization• Acceptance of and adherence to policies and procedures
Dealing with Difficult Behavior
• Label the behavior, not the customer• Listen• Don’t get defensive• Don’t take it personally• Find out what the customer wants• Discuss alternatives • Take responsibility for what you CAN do• Agree on action
Why do customers quit ?
• 1% Die• 3% Move away• 5% Form other friendship• 9% For competitive reasons• 14% Due to product dissatisfaction• 68% due to indifferent attitude by the staff towards customers.
Thumb Rule..
• Rule 1: Customer is always right.
• Rule 2: If Customer is ever wrong,
• Reread Rule 1
We are in business…Key to success
• Friendly approach process
• Employees commitment to customer satisfaction
• Keep short term & long term satisfaction
SUMMARY
Best Chevrolet, a 100-person Chevrolet dealership in Hingham, Massachusetts, has been regularly engaging Disney Institute from the mid-1990s to today in an ongoing effort to improve their company culture and boost their customer satisfaction levels.
PROFESSIONAL DEVELOPMENT COURSE
• If you take care of your customers they will want to come back.
• We realized we had to change our mindset and put our customers first.
IMPLEMENTING PRACTICES
• Make people happy.• That includes the customer and our people.• We stopped using pressure techniques to sell a car and focused on pleasing the customer.
AN ONGOING PROCESS
• Rebuilding a culture is an ongoing process.
• Everyone who goes comes back excited with new ideas and inspires others with their enthusiasm,”
RESULTS
• The firm’s Customer Satisfaction Index (CSI) is in the 90s, compared to an industry average of 80.6 percent.
• Employee retention has also jumped.• Best Chevrolet’s retention rate, a measurement of the number of customers who still have their cars serviced through five years after purchase, has jumped to a whopping 64 percent, compared to an industry average of 39.7 percent.