"Cost is long forgotten but quality is remembered forever"

 Denue Donaldson  Jenise Malcolm  Shanna-Lee Thorpe  Shamecca Spence  Ryan Kerr

 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

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

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 contacts Efficiency Technological and engineering or re-engineering aspects of products and services Technology 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

Product quality. Pricing (fair based on product or service being offered Company’s policies (how complaints are handled). Customer service (knowledgea ble, friendly reps). Overall buying experience (environmen t, whether it is easy to do or not).

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

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

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

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

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

Generate loyalty through customer interaction Decrease churn

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