Taking Care of the Customer: Who’s in Charge and How Can Quality Help? Webinar
Abstract: When it comes to taking care of the customer, many challenges face the Quality professional. Perhaps customer roles are undefined, or maybe clarity of purpose and alignment on service objectives is lacking. Whatever the reason, Quality professionals can help their organization excel in Customer-Focus by stepping up as “change agents”. Positive agents of change help by encouraging, facilitating and collaborating for customer-focused transformation and a stronger culture for service. This webinar introduces key concepts and mindsets of customer focus, examines change agent roles (both formal and informal) and outlines conversations and tools that matter for increasing Customer-Focus.
Presenter: Jeff T. Israel is the founding Principal of SatisFaction Strategies LLC, a consulting firm founded in 1991. SatisFaction Strategies specializes in customer-focused transformation, training and satisfaction measurement. For the last twenty years Jeff has been advocating integrated approaches to improving customer satisfaction, employee engagement and service delivery processes. Mr. Israel served as a member-leader for ASQ’s Customer Supplier Division from 1992-2008, including Division Chair. He is Senior Member of ASQ. Israel was a significant contributor to the 1st edition of the ASQ Quality Management Division Certified Quality Manager Handbook. Jeff was a member-leader volunteer, assisting with development of the ASQ Service Quality Division’s Body of Knowledge for Service. He is currently a course instructor for ASQ and previously for ASQ’s Customer Supplier Division. Israel is a frequent speaker on a wide variety of customer satisfaction topics. He has written and presented seven papers at national and world quality conference venues.