TQM is one of the ways in which companies and businesses can stay ahead. TQM allows organizations to learn from current practices and improve the quality of their service, product or procedure. Management is never complete without TQM.
The development process and the size might differ from business to business due to the complex nature of each business. Apart from TQM, there are other programs that are utilized by companies to ensure that they stay ahead and competitive.
TQM and other techniques are designed with the sole purpose of identifying cost-cutting measures, quick and efficient processes, reduction in wastage etc. it is advised that while embarking on an improvement drive, the management of the company should pit into consideration ways in which they can continuously improve the organization.
If your firm is developing a TQM monitoring process for the customer service section, the following are five key areas that you should take note of?
1. Establish a System to monitor Customer Complaints
Each complaint from a customer should be recorded to carefully and the trend of that complain should be followed properly to see if there are more customers with that same problem. It is very important to pay attention to customers that complaint because that means they care about your business, others will just stop patronizing you if they are dissatisfied.
2. Train your agents for after Sales Service Calls
Just offering services or selling products isn’t enough, a proper follow-up is good and this will let the customers know that you care about them. Your technicians should be able to ask and access the level of customer satisfaction (or dissatisfaction).
3. Establish a Survey-System to monitor Customer Satisfaction
This is perhaps the simplest and most commonly used method of accessing the level of your customer satisfaction (or dissatisfaction). You can send out emails, surveys, and questionnaires so that customers can review your products and services. Ensure that the survey covers wide aspects of product or services.
4. Establish a System to monitor Compliments
You should also set up a team that can monitor customer compliments. This will show you what you are doing right and how to improve on it. If customers are happy, it is very important that you know and records exactly why they are happy and how you can improve on that. Some businesses even go a little further to reward their happy customers with little gifts.
5. Take care of your returning Customers
Keeping track of returning customers is very important. By them returning, it implies that they appreciate and trust your product or service. Think of ways to give them something extra and find out how they can refer your business to their friends and colleagues. They might also be open to partnering with you to promote your brand.
These five steps should be included in your TQM design when dealing with customer service department,
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