A short customer satisfaction presentation so you can deliver excellence.

1. Maximising Customer Satisfaction MTD Training, 5 Orchard Court, Binley Business Park, Coventry, CV3 2TQ Web: www.mtdtraining.com Phone: 0800 849 6732

5. Hierarchy of Customer Expectations | Source: Marcus Buckingham & Curt Coffman First Break all the Rules: What the World’s Greatest Managers Do Differently (Simon and Schuster UK Ltd, 2001) pp 128 – 132. Level 4: Advice Level 3: Partnership Level 2: Availability Level 1: Accuracy

9. Identify Customer Needs and Wants | Robert Craven, Customer is King: How to Exceed Their Expectations (Virgin Books, 2002), p 116. Depending on where emphasis of each word in a sentence is placed, the meaning takes on a different perspective ‘ Get under each customer’s skin’ Be the catalyst; initiate questions using most appropriate medium. ‘ Get under each customer’s skin’ Imagine what it feels like to be a customer. Try to experience being one of your customers. ‘ Get under each customer’s skin’ Consider: do we see all customers as the same with the same basic requirements? What would the benefits be from offering a standard or customised product or service? ‘ Get under each customer’s skin’ Consider existing, prospective and past customers as potential sources for creating additional products and services. ‘ Get under each customer’s skin’ Look under the surface to identify what your customers might want and what they really think and feel.

11. | “ We do not see things as they are. We see things as we are.” Anais Nin

12. T hink L ike a C ustomer | Break State X 2nd As CUSTOMER 3rd OBSERVER 1st As YOU

15. | “ As far as customers are concerned you are the company. This is not a burden, but the core of your job. You hold in your hands the power to keep customers coming back – perhaps even to make or break the company.” Unknown

28. | That’s All Folks! Visit www.mtdtraining.com for a free email management course