BM11- TOTAL

QUALITY
MANAGEMENT
Presented By: John Cyle Gentica
Submitted To: Mr. Philip Almanon
M.B.A.
 SITUATION
Let 's say you are customer service manager
for a retail company, and you've noticed an
increase in customer complaints about long
wait times on the phone and slow response
times to email inquiries. You want to identify
the root causes of these issues and improve
the customer service experience. To do this,
You decide to use fishbone diagram.
BRIEF EXPLANATION ABOUT THE
PROBLEM
This makes the client feel as though you
have paid attention to and comprehend
their issues. conversation by addressing
the recipient by their name. Apologize for
the delayed response. Immediately follow
your greeting with an apology for your
delayed response. Explain the reason for
your delayed response. Proceed with
returning the message.

ROOT AND CAUSE

ANALYSIS
 Fishbone Diagram

EQUIPMENT PROCESSES PEOPLE

•Outdated customer
service technology •Long wait times on • Employees not
the phone trained properly
Increase in customer
• Employees not following complaints about long
•Lack of customer •Slow response to
customer service guidelines wait times on the phone
service automation email inquiries
and slow response
times to email inquiries
•Incorrect customer • Unclear customer
service metrics service expectations
• Unreliable customer
• Poor customer
service data
service policies

METRICS POLICIES
Root Cause
 PEOPLE PROCESS

Training gives employees a better Having specific rules

Action 2 in place,
understanding of their responsibilities particularly as they pertain to
and the knowledge and skills they need the safety of employees and
to do that job. customers, is vital.

POLICIES EQUIPMENT METRICS

Losses in profits, bad publicity
and damage to the company
image are some of the negative
consequences that can result
from not fulfilling clients'
expectations.
The biggest disadvantage The main causes of poor
customer service include hiring
of using automated
the wrong people, lack of
customer service is losing
training, employee burnout,
the personal touch that misunderstanding customer
human interaction can expectations, and lack of
provide. employee engagement.
Methods of Improving
customer service Delivering consistent
4
needs

Recruiting service-minded
1 Emphasizing services 5
employees

Determining the target

2 6 Training service staffs
customer

Understanding the Evaluating and Modifying

3 customer's wants and service delivery
needs
Thank You