Quality As Your Competitive Advantage
A competitive advantage enables an organization to outperform its competitors. It can be developed either though lower cost offerings (cost advantage) or through product differentiation (differentiation advantage). Quality, as much as price, speed, service, location, selection or other factors / attributes can drive a firm’s profits, sales and the ability to innovate.
As you build your business venture, can you identify your competitive advantage? Quality in an offering is not limited to production, manufacturing or distribution, even if it is difficult to manufacture or expensive to procure. Customers only buy what is of use to them and what gives them value. Therefore, quality is what the customer gets out of a product or service and is willing to pay for. Quality is never an accident. It is the fabric of an organization and the best form of advertising.
What is your competitive advantage? There is a tendency to discount the value of quality…until, the customer is you!
At the end of this course
You will learn:
- Why service excellence is an important goal for your business
- How to identify the dimensions of exceptional customer service
- Apply best practices to demonstrate good service etiquette
- How to manage service stress
- The theories of and relationship between quality and competitive advantage
- The imperative of quality in an engaged consumer environment of new global realities
- The options available to MSMEs to implement quality initiatives that build competitive advantage
Includes 1 swipe file and 2 video training sessions (2+ hours)