QUALITY AND CUSTOMER SERVICE AS THE ISO AND EFQM EXCELLENCE MODEL

Customer service is one of the factors influencing the evaluation made by customers of a company or of the products or services obtained from it. Paradoxically, it is difficult to control the quality of systematic and comprehensive customer service as it can be done in other business process like manufacturing, logistics...

ISO standards as the EFQM model of excellence include the collection and analysis of data concerning the customer satisfaction as a requirement, in the case of ISO, and as a fundamental criterion, in evaluations according to the EFQM model.

Flint provides measurement and control of attention and customer service in accordance with these requirements and criteria by:

• . Assessments to determine the orientation of the company to the customer
• . Predictive models of satisfaction and loyalty
• . The identification of the processes of greatest impact on customer satisfaction
• . The implementation of the model of customer focus
• . Creating and monitoring indicators to align with the indicators of customers