13. Even your most loyal customers would probably get frustrated at slow RESPONSE . Avoid Procrastination
14. Have a sense of URGENCY ! When you “eat that frog” 1 st thing in the morning….the rest of the day is easy. If everything else is equal, customers will give their business to the company with the best responsive customer service
15. Microsoft may have the largest market share, BUT Apple is #1 most admired company for last 5 years.
16. Work on References Given two companies with the same expertise, the customer is more likely to choose the one that comes with a recommendation from another customer . .
29. Communicate constantly People don’t want to communicate with an organization or a computer. They want to talk to a real, live, responsive, responsible person who will listen and help them get satisfaction
31. Question: Should my perception of Virgin as an employee be any different from that of a customer ? No! If you don’t believe in it, it won’t ever happen !
GOOD AFTERNOON. NICE TO SEE initiatives WEEKLY TRAINING, LEADERSHIP DRIVE ETC…THESE INITIATIVES ARE GOOD FOR THE LONG TERM BENEFIT OF THE ORGN AS THEY INCREASE EMPLOYEE INTERGRATION, BETTER COMMUNICATION, KNOWLEDGE SHARING…WE HAVE SEEN PRESENTATIONS ON LEADERSHIP, MOTIVATION, TEAM BUILDING, POSITIVE ATTITUDE, SKILL SETS, POSITIONING STRATEGIES…..TODAY I SHALL SHARE SOME SIMPLE WAYS TO CUSTOMER SATISFACTION…
MBA definition
Business definition
CUSTOMER EMPATHY, CUSTOMER SENSITISATION…..I WILL BE USING THESE WORDS…new structure more relevance
MY PRESENTATION WILL REVOLVE AROUND THESE 12 ELEMENTS....IF WE HAVE THESE 12 ELEMENTS WE CAN MAKE ALL OUR CUSTOMERS HAPPY AND LOYAL TO US...ALL THESE TERMS HAVE BEEN INTERREALTED IN THE COMING SLIDES
WHY, WHEN WE THINK, WE START TO FOCUS ON CUSTOMER …MORE…..NOTHING MATTERS IN BUSINESS AND EVEN IN OUR LIVE…WE DEAL WITH PEOPLE….WE LIVE WTH PEOPLE AND WE WORK WITH PEOPLE…
THE BEST WAY TO UNDERSTAND THE NEED OF CUSTOMER IS WEAR HIS SHOES, THINK LIKE A CUSTOMER……ONCE U DO THIS, IT BECOMES EASY FOR YOU TO UNDERSTAND WHAT HE WANTS. WE ALL ARE CUSTOMERS IN LIFE…
HAPPY CUSTOMER SHARES HIS EXPERIENCE WITH ATLEAST 2 PEOPLE.
UNHAPPY CUSTOMERS WILL TALK TO 4 PEOPLE. SO THE SPEED OF LOSING IS TWICE …..
Learn from mistakes and DON’T REPEAT…
RESPONSIVE NESS IS THE KEY TO CUSTOMER CARE
SOMETIMES WE AVOID SITUATIONS WHICH ARE TOUGH….AND THAT’S A MAJOR REASON FOR DELAYS..
IN BUSINESS WHERE TIME IS OF REAL ESSENCE, U GET BUSINESS AND LOSE BUSINESS IS MATTER OF MINUTES…EG IN WHOLESALE AND RETAIL BUSINESS.
Let me ask you…..who will u vote for?....My IPOD EXPERIENCE.. According to the American Customer Satisfaction Index (ACSI) for the second quarter, customer satisfaction with Apple fell 1% from previous polls as vendors such as Gateway and HP won greater approval from their PC customers. Apple’s ranking was 84, followed by Dell at 75 and then Compaq (HP), HP and Gateway (Acer) all at 74. “ The small decline has done nothing to hurt the large lead Apple has enjoyed for six straight years over the Windows-based PC manufacturers,” a commentary on the ACSI findings reads. “Apple’s customer satisfaction lead is the second largest of any industry in ACSI — only Southwest Airline’s advantage over its closest rival is bigger.”
IN ME THIS IS A VERY IMPORTANT THING THAT I HAVE LEARNED…NOT SO MUCH IN INDIA THOUGH.
PLEASE REMEMBER THAT YOUR SATISFIED CUSTOMER WILL ALWAYS BE ON THE “HITLIST” OF YOUR COMPETITOR.NOT ONLY KNOWING OUR COMPETITORS BUT ALSO HAVE MARKET INTELLIGENCE ON THEIR BUSINESS STRATEGY…ARE WE HAVING IT
LETS SEE A COUPLE OF EXAMPLES OF CUSTOMER SERVICE BEING VERY EXPENSIVE AND CUST SERV BEING NOT EXPENSIVE AT ALL….ALMOST FREE.
U WILL PROBABLY HAVE TO SPEND 1000 BUCKS FOR THIS ROOM
1000 BUCKS FOR THIS AS WELL
ONLINE CHECKIN…TIME IS MONEY
POSITIVE ATTITUDE
Coffee break…..
MY PRESENATION WILL REVOLVE AND MOVE AROUND THESE WORDS....ALL THESE TERMS HAVE BEEN INTERREALTED IN THE COMING SLIDES
Most companies still respond to the customer that shouts loudest, regardless of their value. The inability to identify the truly valuable customer can be seriously detrimental to any business. Businesses could be losing some quiet but highly profitable customers who are walking away in silence and disgust. We all struggle to recognise and understand the full value of service and how to transform strategic policy into operational reality
A boy is moving a man who moved the world…PICTURE SAYS LOT OF THINGS….MY FAVORITE SLIDE.
A SATISFIED CUSTOMER CAN BECOME DISSATISFIED VERY FAST.
BE FEARLESS AND TRY TO BE AS OPEN AS U CAN …IF U R AFRAID OF SOMETHING, U WILL NOT TRY THAT AND IF U DON’T TRY THEN U ARE ANYWAY NOT THERE….
One simple question as an employee…EMPLOYEE SATISFACTION....CUSTOMER SATISFACTION, EMPLOYEE STAISFACTION AND CASH FLOW....Jack welch
IF U HAVE DONE A MISTAKE, PLEASE ADMIT…..YOUR OWN SATISFACTION IN LIFE WILL ENSURE YOUR CUSTOMER’S SATISFACTION.
You won’t have the answer for everything, so ask someone to help you when you need it…AND U WILL DEFINITELY GET HELP
There is a lot of information in house
VERY IMPORTANT TO HAVE A RECORD OF ALL INFORMATION…THAT’S A CHALLENGE….CREDIT CARD COMPANY HAS ALL INFORMATION ….
INCOMPLETE INFORMATION MOSTLY LEADS TO MAJOR CUSTOMER ISSUES.
Build good customer relationship. Create a devoted customer
70% CUSTOMERS LEAVE DUE TO AN ATTITUDINAL ISSUES…
ONLY PROMISE WHAT U CAN DELIVER..TRY TO DO A BALANCED COMMITMENT….WE GET ENTHUSIASTIC IN SALES SOMETIME AND WE OVER COMMIT…WE THEN SHUD TRY AND BALANCE IT.
MOST OF THE TIMES CUSTOMERS NEED TO BE CONVINCED..SOMETIMES NEED TO BE TAUGHT… IN OUR BIZ CUSTOMERS NEED TO BE CONVINCED MOST OF THE TIMES, SO NEED TO HAVE A LOT OF PATIENCE.
THESE WORDS WILL HELP US EVEN IN OUR PERSONAL LIVES..
SURPRISE YOUR CUSTOMER..CUSTOMERS ALWAYS EXPECT MORE..SO IT IS ALWAYS BETTER TO GIVE SOMETHING EXTRA AND SURPRISE THEM SOMETIMES..IF THE DEAL INVOVLVES PBX, SWITCH, ROUTER, STORAGE, PHONES, SERVER, CABLES….ETC THE DEAL BECOMES MORE..SO APART FROM THE MONEY THAT HE WOULD WANT, HE ASLO EXPECTS SOMETHING EXTRA FROM YOU…..
Increasing loyalty
MY PRESENATION WILL REVOLVE AND MOVE AROUND THESE WORDS....ALL THESE TERMS HAVE BEEN INTERREALTED IN THE COMING SLIDES
Satisfaction is short term, devotion is long term.