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Customer orientation
Successful with customer oriented service management
Quality as company philosophy
  • The term quality
  • Quality benchmark “Zero mistake”
  • Results of continuous quality improvement
Customer orientation
  • What is a customer?
  • Benefits of customer orientation for the customer
  • Benefits of customer orientation for the company
Goal – customer satisfaction
  • Customer loyality
  • Customer support/customer service
Practical tips
  • Activities to increase the customer loyalty
  • Establishment of customer relationship management
  • Recommendation
  • Living references
  • Checklist for customer orientation
Customer information data
  • Strength and weakness profile

recognizing the value of every customer