As Service Quality professionals, listening to the voice of the customer is in our DNA. In recent years, member feedback has led to the Service Quality Division creating a new website, trying new approaches to delivering education, and thoroughly revising and updating our Service Quality Body of Knowledge. Today we are asking for your help to […]
About Leia Patzernuk
Posts by Leia Patzernuk:
The Nominating Committee would like to announce the new officers for 2018-2019 as below. These officers will begin their respective positions on January 1, 2018 and hold the position for two years. We would like to thank the current officers for their service and welcome the incoming officers in their new roles in January. Polly […]
New Webinar Available: Customer Satisfaction is Quality Imperative: Technical and Service measures for Quality
We have a new webinar available. Check it out here.
Presentation Summary This presentation covers both technical and service quality measures and considerations as an approach to not only fulfill the explicit requirements, but do so in a way that satisfies customers through meaningful and impactful experiences. Techniques including Voice of the Customer are used to show the relationship between satisfaction and profitability, with additional […]