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QCD is a management approach that assesses different components of the production process and provides feedback to make logical decisions. It is a "three-dimensional" approach that considers quality, cost, and delivery as interrelated and equally important factors.
The Customer Service Excellence Standard is made up of 5 criteria with 57 elements in total. Assessment is carried out via a desktop review by an authorised assessor followed by an on site visit lasting one, two or three days (sometimes more) depending on the size of the department or organisation being assessed.
Goods are tangible items that can be produced, distributed, and consumed, while services are intangible activities that can be provided and consumed. Learn about the history, classification, and examples of goods and services in economics, trade, and law.
Service quality is a comparison of perceived expectations and performance of a service, and it can be influenced by various factors such as technical, functional, reliability, assurance, tangibles, empathy and responsiveness. Learn how to measure service quality using different methods and models, such as SERVQUAL, RATER and e-service quality.
Learn about the role, skills, and salary of customer service representatives (CSRs), who interact with customers to handle complaints, process orders, and provide information. CSRs may work in call centers, retail, or online platforms.
Customer service is the assistance and advice provided by a company to its customers. Learn about different types of customer service, such as in-person, online, automated, and AI-based, and how to measure customer satisfaction and loyalty.
Learn the origin and variations of the motto "The customer is always right", which exhorts service staff to give a high priority to customer satisfaction. Find out how this phrase was popularised by pioneering retailers and how it has evolved over time.
Quality in business is the non-inferiority or superiority of something (goods or services) that satisfies customer expectations. It involves quality planning, assurance, control, improvement, and management, as well as different interpretations and standards.