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Customer Focus by Ivan Kravchenko, EPAM Systems
 

Customer Focus by Ivan Kravchenko, EPAM Systems

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  • Building trust -> easier to work, more efficiency
  • Generic wants (common and high-level)
  • Brief mention; go to further slides
  • Any status check is our failure.
  • in interaction
  • Brief mention; go to further slides
  • Be right at any cost – common antipattern

Customer Focus by Ivan Kravchenko, EPAM Systems Customer Focus by Ivan Kravchenko, EPAM Systems Presentation Transcript

  • Customer Focus
    • Ivan Kravchenko, EPAM Systems
    2010 © EPAM Systems
    • I. Customers & Interests
    • Customer focus – what’s this about?
    • Identifying needs and interests
    • Acting accordingly
    • Making sure it’s visible properly
    • Customer focus – why bother?
    • Trust
    • Comfort
    • Growth
    • Who is our customer?
    • Is it a VP who approves the budget?
    • … or a product manager?
    • … or a technical lead?
    • … or a peer engineer?
    • All of them!
    • What do they want?
    • In general – us solving problems without introducing new ones.
    • Another generic need – peace of mind.
    • What can help to ensure these?
    • Reliability
    • Responsiveness
    • Cooperation
    • Reliability – fire-and-forget:
    • Get things done
    • Get back if stuck
    • No surprises
    • Responsiveness – never make the customer to:
    • Wait
    • Inquire
    • Get anxious
    • Cooperation – be on the same wavelength:
    • Understand
    • Empathize
    • Try to help
    • What else do customers want?
    • Customer’s wants – what to look for?
    • Requests and complaints
    • Specific interests
    • Bias and emotions
    • Handling customer’s requests:
    • Understand what
    • Understand why
    • Decide on actions
    • Make sure to understand customer’s:
    • Targets
    • Manager’s
    • expectations
    • Overall context
    • Don’t forget: they are human beings just like us.
    • Being humans, they likely want to:
    • Look good
    • Be right
    • Earn respect
    • Focus on interests, not positions!
    positions interests requirements reasons ambitions needs goals bias
    • Which interests to focus on?
    • Find a balance!
    • Yet favor the job.
    • Different interests on different levels – which to honor?
    • Target more critical ones, yet keep the good relationships.
    • Use a proxy where practical.
    • Any interests from our side?
    • Team comfort
    • Personal career
    • Technical excellence
    • Team issues: share the concern.
    • Personal targets: align with customer needs.
    • Perfection: speak customer language.
    • One and only vs. one among many.
    • Perception is reality!
    • Bottom line:
    • Note and act on customer’s interests
    • Provide proactive and reliable service
    • Show understanding and care
    • II. Situations
    • Handling the conflict – techniques:
    • Delegate the confrontation
    • Deflect the argument
    • Focus on issues
    • Leave the dirty job to manager.
    • Get out of the line of fire.
    • Concentrate on specific problems.
    • Is it ok to disagree with a customer?
    • Yes – for his own good!
    • Arguments and corrections:
    • Hear opponent's reasons
    • Mind feelings and ambitions
    • Don’t get steamed up
    • Staying positive: how to say ‘no’?
    • Say ‘yes’ first
    • ‘ We need … to do …’
    • Defer
    • Show commitment to a common goal.
    • Be careful suggesting alternatives.
    • Considering disobedience?
    • Think twice!
    • Responding to accusations:
    • Acknowledge
    • Alleviate
    • Prevent
    • Hide your faults or report openly?
    • “ Customer is not an interruption in our work. He is the purpose of it.”
    • BTW, your managers are customers to some extent…
    • … just as your subordinates…
    • Questions?
    • Comments?
    • Corrections?
  • Thanks for Your Attention Customer Focus
    • By
    • Ivan Kravchenko
    • Senior Software Engineering Manager
    • EPAM Systems
    • 41 University Drive, Suite 202 | Newtown, PA 18940
    • p: +1 267 759 9000 | f: +1 +1 267 759 8989 | e: info@epam.com | w: www.epam.com