Team Eminence

"Cost is long forgotten but quality is remembered forever"

Meet The Team Denue Donaldson Jenise Malcolm Shanna-Lee Thorpe Shamecca Spence Ryan Kerr

Objectives What is Quality? Factors affecting quality Top 5 factors affecting Customer Satisfaction Ways to maximize quality of service Quality Assurance contribution to BHAG Team Eminence Initiative

What Is Quality?Quality is a process-centered approach to ensuring that a company or organization is providing the best possible products or services

Quality assurance is any systematic process of checking to see whether a product or service being developed is meeting specified requirements

Quality is the essential and high grade service to which our customers are subjected to at all times

Factors Affecting Quality of Service

•Not Having the right tools and information to address customer’s needs•Not providing accurate information due to lack of product knowledge •Lack of using resources

Knowledge

•System issues•Effective use of resources to process contactsEfficiency

•Technological and engineering or re-engineering aspects of products and servicesTechnology

•Type and quality of response provided by our resource team•Complaint management•Our ability to commit on deadlines and how efficiently they are met.

Communication Gap

Top 5 factors affecting Customer Satisfaction:

Product quality.

Pricing (fair based on product or service

being offered

Company’s policies

(how complaints

are handled).

Customer service

(knowledgeable, friendly

reps).

Overall buying

experience (environment, whether it is easy to do

or not).

Tips on Improving Customer Satisfaction

Giving Customers What

They Want, When They Want

It

Aim to give more than what your

consumers expect –

CONSISTENTLY

Listen, apologize, and then ask what you can do to make it right

Being responsive to customer’s questions, complaints, or other

needs can gain a clear competitive advantage

Tailor business processes to best serve customers

Contribution to BHAG

Our service delivery should match customer expectations and what we promised to deliver. The customer is relying on us to fully address the reason for their call.

Reliability

Contribution to BHAG

Good quality customer service keeps customers coming back; bad customer service drives customers away, taking their friends, family and workmates with them.

Quality

Contribution to BHAG Cont.

Customers expect competent delivery of our goods and services. It is our duty as frontline agents to have and retain the training that allows competent delivery of service. Customers expect reliable and competent service delivery in an easily accessible form.

Competence

Contribution to BHAG Cont.

Customers are mainly interested in the solutions to their problems. Learning the need is important as it allows a timely and efficient resolution. We should always aim to be apart of the solution.

Solutions

Contribution to BHAG Cont.

Generate loyalty through

customer interaction

Decrease churn

Contribution to BHAG Cont.

Reduce Errors

Save time

Team Eminence Initiative

Through out the course of our time together on Vista Uprisers, members of Team Eminence will be sending out Tips on how to improve on Quality so we can get one step closer towards achieving our goal of 30 million loyal customers by 2020