DPMO (defects per million opportunities) may suggest that Six Sigma is simply for the manufacturing industry; however Six Sigma has now been successfully implemented in many types of service industry. In fact many of our clients for Six Sigma training do not come from the manufacturing industry: Buckingham Palace, The Crown Prosecution Service and Virgin Atlantic to name a few. Although the term ‘defect’ suggests manufacturing to many, a defect can also mean deviations from customer requirements, needs or expectations. Examples of errors in a service business, or the service aspect of a product -related business, include the poor quality of information exchanged between employees and customers, and excessive wait times for customer service or delivery.

Add a comment Read more

Posted by Aaron Charlie in Six Sigma Training on November 19th, 2007 | No Comments »

Here are 5 basic rules top help improve your overall customer satisfaction.

1. Prioritise people before paperwork. Make sure that the customer is always number one, this will help the customer to feel more important and that they are valued by your business, after all it’s them that your business depends upon.
2. Manners. Customers are very sensitive to how they are being spoken to, a few polite manners in this sort of situation will go a long way.
3. Never hurry your customer. This is something that all customers hate. They don’t like to feel under pressure or stressed, especially if it means that  they might buy something that they don’t want and waste their money and time.
4. Always be friendly. This will not only help the customer feel more at ease but it will also help lighten the mood and help create a bettor environment for customers in general. It may even be the case that a customer now somehow feels a sense of loyalty toward your business and will be more inclined to use you again.
5. The customer is always first. This is really the underlying principle behind all the previous rules. If the customer doesn’t feel wanted or appreciated then obviously they will be far less likely to buy anything or to ever return. However if they do feel that they are wanted and appreciated then the reverse is true and they will be more inclined to do the aforementioned actions. This is the key to customer satisfaction and should be the building block of how you treat your customers.

Add a comment Read more

Posted by Aaron Charlie in Sales Resources on April 1st, 2009 | No Comments »