Description

Sam Walton, founder of Wal-Mart, is reputed to have said, “There is only one boss – the customer. And he can fire everybody in the company – from the chairman on down – simply by spending his money somewhere else.” Effective quality management processes focus on the customer. In today’s global marketplace, customers have more choices than ever before. To achieve success, it is vital for enterprises to accurately identify the wants, needs, and expectations of their customers.
This course explores the relationship between the treatment of internal customers and the impact on external customers. It examines techniques used to identify and segment external customers, while anticipating customer priorities, needs, and expectations. Strategies for incorporating customer service principles are also analyzed.