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Flashcards in 5: Customer Satisfaction Deck (22)
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1

Two types of customer:

External Customer
Internal Customers

2

Differentiate External Customer and Internal Customers

External Customer - those who use and purchase the product/service and influence the sales process
Internal Customer - Reside inside the organization and use the output of your department.

3

What are the 3 categories of External Customers?

Existing Customers
Potential Customers
Lost Customers

4

the degree to which the customer’s experience of a product or service matches his/her expectations. (Teboul)

Customer Satisfaction Level

5

Give examples of Feedback Mechanisms

Comment Card
Customer Questionnaire
Focus Groups
Toll-Free Telephone / Customer Service #
Customer Visits
Report Card
The Internet
Employee Feedback
Mass Customization

6

Intent of the card is to get simple information, such as name, address, age, occupation, and what influenced the customer’s decision to buy the product.
Usually attached to warranty card and included with product at the time of purchase.

Comment Card

7

Is a popular tool for obtaining opinions & perceptions about an organization and its product & services.

Customer Questionnaire

8

Is a research method used to find out what customers are really thinking.
A group of customers is assembled in a meeting room to answer a series of questions.

Focus Groups

9

Effective technique for receiving complaint feedback.
Organizations can respond faster and more cheaply to the complaint.

Toll-Free Telephone / Customer Service #

10

Representative from an organization visits a customer’s place of business as a way to gather information.

Customer Visits

11

Information gathering tool to monitor performance on a regular basis
Sent to customers on a quarterly basis.

Report Card

12

Employees can offer insights into conditions that inhibit service quality in the organization.

Employee Feedback

13

a marketing and manufacturing technique that combines the flexibility and personalization of custom-made products with the low unit costs associated with mass production.

Mass Customization

14

an expression of dissatisfaction on a consumer's behalf to a responsible party

Using Customer Complaints

15

What is ASQ

Survey of Dissatisfied Customers

16

What is ASQ

Survey of Dissatisfied Customers

17

Is the set of activities an organization uses to win and retain customers’ satisfaction.
It can be provided before, during, or after the sale of the product or exist on its own.

Customer Service

18

Elements of Customer Service

1. Organization
2. Customer Care
3. Information Sharing - Communication
4. Front-Line People
5. Leadership by Example

19

They decides the ways in which the service should be rendered to the customers.
It provides the necessary training for the service engineers.

Organization

20

Attitude towards customers decides the way you do the service.

Customer Care

21

Represents activities that produce the necessary customer satisfaction that creates customer loyalty, which actually improves the bottom line.

Customer Retention

22

Diagram of Customer Satisfaction

Square - Company Offer
Circle - Customer Needs

Middle - Product that satisfy
S(xC) - Waste