Customer Satisfaction

3,583 views
3,354 views

Published on

Published in: Education, Business
0 Comments
2 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
3,583
On SlideShare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
333
Comments
0
Likes
2
Embeds 0
No embeds

No notes for slide

Customer Satisfaction

  1. 1. CUSTOMERCUSTOMER SATISFACTIOSATISFACTIO NN
  2. 2. Definition: What is the meaning of the word CUSTOMER? * He is the person (or the group of persons) who has a need and want to satisfy this need.
  3. 3. WHO ARE YOUR CUSTOMERS? Internal customers are those people, departments, or organizations served by what we do. External customers are those people who are the end users of our organization's product or services. They place orders and pay money to receive value from the goods and services we offer. EVERYBODY HAS CUSTOMERSEVERYBODY HAS CUSTOMERS
  4. 4. Generally these customers have a choice. If they don't like what you offer or the way you offer it, they can go elsewhere for similar goods or services. When they do you and your organization suffer. Satisfied customers create profits. Profits, in turn create organizational success and the ability to pay employees.
  5. 5. Customer CareCustomer Care  We have to give our customers our full support and enthusiasm.  Do our best to satisfy his expectations and make him feel we are interested in serving him. Why Give Good Service if The Customer Has No Choice But to Deal With You? Why Give Good Service if The Customer Has No Choice But to Deal With You? In some situations, you may provide a service customers can't get elsewhere (e.g. .... internal customers). This brings up the question,
  6. 6. As customers come to expect that they are going to be treated poorly, they in fact will begin to treat you poorly (in "self-defense"). When you attacked, you will fight back and the stress on both of you mounts. Some results of this stress on employees and the organization are: * increased stress related illness. * increased absenteeism and higher turnover. * increased difficulty in attracting good employees. * negative public view of the organization. * lower sense of pride in organization. * increased defensiveness in employees, which can lead to even more stress.
  7. 7. People who provide good customer service earn psychological benefits in addition to any rewards offered by their organizations. THE BEST REASON TO GIVE GOOD SERVICE IS THAT IT MAKES YOU FEEL BETTER THE BEST REASON TO GIVE GOOD SERVICE IS THAT IT MAKES YOU FEEL BETTER
  8. 8. CUSTOMER SATISFACTION Customer satisfaction is like an election held everyday, and the people vote with their feet. If dissatisfied, they walk to your competitor. Most of us accept the idea that The customer is our reason for existing The customer always being right The customer is the boss The real challenge lies in translating these slogans into actions that convey these feelings and beliefs to the customer. The real challenge lies in translating these slogans into actions that convey these feelings and beliefs to the customer.
  9. 9. THE FRONT LINE TEAM MAKES ALL THE DIFFERENCE  The customer game is ultimately won or lost on the front lines.  The front line team is the company in the customer's eyes.
  10. 10. Building customer loyalty Building customer loyalty A loyal customer is a step above a satisfied customer. A loyal customer always come back and do business with us, while A satisfied customer may or may not come back.
  11. 11. Exceeding expectations is the single most powerful way to build customer loyalty. Exceeding expectations is the single most powerful way to build customer loyalty. Constantly look for ways you can give customers a little more than they expect. What can you do to exceed your customer’s expectations? What can you do to exceed your customer’s expectations?
  12. 12. ALWAYSALWAYS UNDERPROMIS ANDUNDERPROMIS AND OVER DELIVEROVER DELIVER
  13. 13. Satisfaction / Dissatisfaction Satisfaction level Need Need Met  Beyond satisfaction zone  Dissatisfaction zone 
  14. 14. From your Personal Life Need Need Met  Over satisfaction  Dissatisfaction  Tell three different interactions that each of them ended up with one of the three possible situations …! Unhappy HappyNeutral

×