Customer-Centered Quality Service

Provide Quality Service

Customer-Centered Quality Service is a process of achieving service excellence.  It meets today's demands requiring better and more effective service action.  The world is competitive and Quality Service can help Canadian firms grow and prosper in a competitive society.  In the final analysis, service is people - service is a human experience that is based on interaction between service provider and service recipient - the customer.

How You Benefit

• You develop a Quality Service culture to better serve your customers.
• Your Quality Service culture will develop more effective customer relationships.
• You achieve higher customer satisfaction at each "Point of Interaction".
• You utilize the proactive 4 A's Quality Service Process to provide service that exceeds customer requirements.
• You build an effective service team that keeps customers coming back, resulting in a profitable operation.
• Your team members will be motivated to provide Quality Service.
• You can expect better morale and lower turnover for a measurable and significant cost savings.
• Your better-satisfied customers will result in higher sales and improved margins.
• Your company will be a service leader, overcoming the "cycle of failure" that is inherent to the service process.
• Your service team will build your business and achieve your profitability goals.

Module Titles

• Potential Personal Service Problems
• Every Customer Is A Resource
• Quality Service Culture
• Creating A Quality Service Climate
• Quality Service is Interaction
• CCQS
• Quality Service Rating
• Service Process
• Quality Service Interaction Cycle
• List "Points Of Interaction"
• Service Attributes
• Quality Service Statement
• Qualifications
• Courtesy
• Telephone Courtesy
• Call Customers By Name
• 4 A's Quality Service Process
• Measurement
• Pledge
• CCQS Model

Courses Index - Diagnostic Tool