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Customer Experience Management

Quality Performance

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Our Objectives

Ensure each
customer
encounter is
positive &
successful

Deliver
Surpass our consistent &
competitors qualitative
info

Create a
Win Win
situation

touch | CEM Quality Performance |


Our Goal

touch | CEM Quality Performance |


What do we want to achieve?

touch | CEM Quality Performance |


How do we achieve ?

1- Flawless interaction

2- Engaging Customers

3- Result driven

touch | CEM Quality Performance |


1-Flawless
Adapt your
Interaction communication style

Genuinely
understand and Earn customer’s trust
relate to customer
Value the Customer

2-Engaging
Provide clear answers
Customers

When you ask a


Be Technically question, make sure
proficient customer responds
(listen, no interruption…)
3-Result
Driven

Always meet
customer’s goal

Reinforce customer’s Exceed customer’s


satisfaction expectation:
Customer satisfaction Add “The element of
is our top priority surprise”
Quality Assessment Activities

touch | CEM Quality Performance


Quality Assessment Activities
Rewards & Recognition

1- Quality Champ (Prize: Shopping voucher & Certificate)


2- Top 3
3- Top 10: “points rewarding system”
4- Monthly Competition (Prize:’’25 mins “ for the team)

5- Call of the Week (Prize:“25 mins “for a week)


6- Yearly winner (Prize: Phone/Voucher/ motivational rewards,etc..)
7- Compliments Log on Touchbook
8- Crosswords Puzzle (Prize :1 Day Off)
9- 111 Gag

Quality Champ Criteria (Refer to next slide)