- “Statistics suggest that when customers complain, business owners and managers ought to get excited about it. The complaining customers represent a huge opportunity for more business.” (By Zig Ziglar, author. salesman, and motivational speaker).
“When a customer complains, he is doing you a special favor; he is giving you another chance to serve him to his satisfaction. You will appreciate the importance of this opportunity when you consider that the customer’s alternative option was to desert you for a competitor.” (By Seymour Fine, the author of The Marketing of Ideas and Social Issues).
With reference to Question 3 in Section A ,assume that you are the Business Consultant of your subject. You are contracted to advise it on its business excellence journey. You are to prepare a presentation to the subject’s top management on the following: - Describe two (2) areas where improvements in Customer category can be made by the subject. Describe two (2) corresponding future initiatives that the subject should undertake in order to avoid similar quality issues. Relate the two (2) initiatives to two (2) of Deming’s 14 points.
- Provide the necessary introduction and conclusion in the presentation.
Sample Solution
