The A.C.T. of Customer Satisfaction

At QMG we believe that quality is an action word.  Good customer service is based on the things that an organization actually does, not what it says or intends to do.  If a company's policies and practices are not being adhered to by their employees, or these policies and practices are not in line with customer's expectations, then customer satisfaction will inevitably suffer.

We believe that the keys to Customer Satisfaction are:

Accuracy - Did the customer get what they were looking for?  Did the product and/or service that the customer received meet or exceed their expectations?

Connection - Was the Customer Service Representative able to form a connection with the customer during their brief interaction that could start or maintain an ongoing relationship?

Treatment - Was the customer treated with respect and professionalism in a way that exceeded their expectations?