Organisation: Customer Service University
Category: Training Videos
Description: Achieving 100 percent quality the first time!
The Customer Is Always Dwight makes the point that it is the responsibility of managers to act as process 'owners', maintaining the links with all the people in the process chain.
Of course, there are less ideal ways to approach quality. Dwight uses two examples. One, where the process management approach is needlessly complicated to make his point. Dwight concludes that quality is not confined to products and services, it's the way that organizations work.
Key Learning Points
Identify internal and external customers
Find out their needs
Deliver 100 percent quality down the line
The process should be as good as the product or service
Program Contents
VHS or DVD
Leader’s Guide
Length: 21 minutes
Price: USD $870
Contact: Customer Service University
3104 Ushant CT
Wellington, FL 33414
Email :
service@customerserviceuniversity.com
Webmail :
http://www.customerserviceuniversity.com
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