1. PRESENTED BY : YANIQUE GRANT (CUSTOMER RETENTION CONSULTANT) RELATIONSHIP BETWEEN CUSTOMER CARE AND QUALITY

2. What is Quality? Quality 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.

3. What is Customer Care? SATISFY EXCEED EMOTIONAL INTELLECTUAL + VALUE

4. Manufacturer Toyota Track & Trend analysis Customer Quality Service - Prevention Exceptional Service Complaint/Reques t Quality Customer Service

5. THE BENEFITS OF QUALITY SERVICE: oCustomer loyalty oIncreased sales and profit oIncreased customer base oMore frequent sales, repeat business, larger sales, order upgrading, reordering oSavings in marketing, advertising and promotion budgets oFewer complaints in an environment receptive to complaints; more complaints resolved, customers stay oPositive company reputation

6.  Differentiation  Improved team morale and productivity because customers respond positively to them  Improved team relations: people talk to each other because they are in better moods, doing work they more often enjoy  Fewer team grievances, absenteeism and tardiness  Less turnover

7. BENEFITS OF QUALITY CUSTOMER CARE

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