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

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

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