| Description |
In this course, managers and employees learn how to uncover
customer expectations as a preliminary step in the quality
improvement process. They explore how to create a partnership with
customers, then learn how to devise a plan to meet customers’
expectations without compromising or over-promising. This kind of
interaction with customers provides the individual and the
organization with valuable information about where and how to
improve the quality of products and services. Specific course
material includes:
- Identifying the product or service
- Asking questions to clarify what the customer expects from a
product or service
- Summarizing understanding of the customer’s expectations
- Discussing what will be done to meet customer’s expectations
- Agreeing on next steps and setting a follow-up date
|
Brazosport College