American Society for Quality Sid Jaffe President, Advantage Consulting, Inc. Annandale, VA ~ ~ fax © February 2008, Proprietary to Advantage Consulting, Inc.  Total Quality Includes Customer Services

© February 2008, Proprietary to Advantage Consulting, Inc.  2 Communications; The Foundation of Quality and Customer Service Corporation Management Management Staff Staff Customers Customers

© February 2008, Proprietary to Advantage Consulting, Inc.  3 Quality and Customer Service Service that… Service that… – Is Responsive – Anticipates needs – Is Predictable – Delivers “Information” not “Data”

© February 2008, Proprietary to Advantage Consulting, Inc.  4 Compelling Quality and Service through Innovation Your Customer has requirements they want you and your company to fulfill. Your Customer has requirements they want you and your company to fulfill. They expect and demand innovative solutions to their requirements. They expect and demand innovative solutions to their requirements.

© February 2008, Proprietary to Advantage Consulting, Inc.  5 What Your Customer Wants They want to be successful. They want to be successful. They want you to be innovative. They want you to be innovative. They want predictable, high quality execution of tasks, products and services. They want predictable, high quality execution of tasks, products and services. They want minimal risk. They want minimal risk. They want you to delight them. They want you to delight them.

© February 2008, Proprietary to Advantage Consulting, Inc.  6 Execution It isn’t always WHAT you do. It is also HOW you do it. It isn’t always WHAT you say. It is also HOW you say it.

© February 2008, Proprietary to Advantage Consulting, Inc.  7 The Ten Commandments of Customer Service 1. I Am Your Customer. You Will Have No Other Customer Before Me. There are 9 other Commandments, but Number 1 is all that matters.

© February 2008, Proprietary to Advantage Consulting, Inc.  8 To Keep Good Customers Deliver High Quality, High Value Solutions. Deliver High Quality, High Value Solutions. You have to be known and wanted by the Customer. You have to be known and wanted by the Customer. Develop and attachment. Develop mindshare and attachment. Truly know the Customer and their requirements. Truly know the Customer and their requirements. You must be innovative and compelling. You must be innovative and compelling. You have to delight your Customers so they will tell their world about you. You have to delight your Customers so they will tell their world about you.

© February 2008, Proprietary to Advantage Consulting, Inc.  9 It Starts with an Attitude “It’s not my job” has never satisfied a Customer. “It’s not my job” has never satisfied a Customer. Perceptions are Realities. Who is really the final arbiter of Quality? Perceptions are Realities. Who is really the final arbiter of Quality? First impressions about your willingness to help the Customer influence their reaction to you. First impressions about your willingness to help the Customer influence their reaction to you.

© February 2008, Proprietary to Advantage Consulting, Inc.  10 Effective Communications is a Key to Quality Service Good communication delivers information appropriate to the situation after considering the effect on the Customer, company, work team and individuals.

© February 2008, Proprietary to Advantage Consulting, Inc.  11 In a Conversation It isn’t always what you say… It isn’t always what you say… –It is sometimes your choice of words –Tone of voice –Body language –Willingness to listen… That Really Counts!

© February 2008, Proprietary to Advantage Consulting, Inc.  12 Everyone Has a Role in Quality and Customer Service Every contact we make leaves an impression. Every contact we make leaves an impression. Customers are the judge and jury of your service. They may not always be right… Customers are the judge and jury of your service. They may not always be right… BUT they are always “The Customer”. BUT they are always “The Customer”.

© February 2008, Proprietary to Advantage Consulting, Inc.  13 Effective Listening Skills to Generate Quality Solutions “Two Sets of Ears” “Two Sets of Ears” Focus, Pay Attention Focus, Pay Attention Take notes and ask questions Take notes and ask questions Restate what you have heard Restate what you have heard Confirm action items at the end Confirm action items at the end Follow-Up with your management and the Customer on a timely basis Follow-Up with your management and the Customer on a timely basis

© February 2008, Proprietary to Advantage Consulting, Inc.  14 Be Easy to Work With Available Available On Time On Time Proactive Proactive Courteous Courteous Friendly Friendly Consultative, not Argumentative Consultative, not Argumentative Predictable Quality Results Predictable Quality Results

© February 2008, Proprietary to Advantage Consulting, Inc.  15 The BEST Customer Service The Best Customer Service is to Provide Outstanding High Quality Solutions The Best Customer Service is to Provide Outstanding High Quality Solutions Provide the solutions the right way, on time, on budget and with a good attitude Provide the solutions the right way, on time, on budget and with a good attitude If you aren’t satisfied the Client won’t be satisfied either If you aren’t satisfied the Client won’t be satisfied either Plan to Delight your Customer Plan to Delight your Customer

© February 2008, Proprietary to Advantage Consulting, Inc.  16 In Summary As Customers we have all been delighted at some time and we have all been dissatisfied at some time. As Customers we have all been delighted at some time and we have all been dissatisfied at some time. We knew what our expectations were and how we were treated. We knew what our expectations were and how we were treated. Apply the “Golden Rule”. Apply the “Golden Rule”.

© February 2008, Proprietary to Advantage Consulting, Inc.  17 Have Fun! You and your Quality Solutions are an important part of your Customer’s success. You and your Quality Solutions are an important part of your Customer’s success. Good Customer service gives you better control of your job. Good Customer service gives you better control of your job. The “Team” includes the Customer. The “Team” includes the Customer.