CUSTOMER SATISFACTION
Definition: What is the meaning of the word  CUSTOMER? *  He is the person  (or the group of persons)  who has a need and ...
<ul><li>The Customer is the King. </li></ul><ul><li>Quality is what customer wants. </li></ul><ul><li>TQM’s purpose is mee...
<ul><li>WHO ARE THE CUSTOMERS ? </li></ul><ul><li>Important people in business. </li></ul><ul><li>Not dependent on org. or...
TYPES OF CUSTOMERS <ul><li>Two Types </li></ul><ul><ul><li>Internal customers </li></ul></ul><ul><ul><li>External customer...
<ul><li>External Customer </li></ul><ul><ul><li>Who uses the product </li></ul></ul><ul><ul><li>Who purchases the product ...
<ul><li>Quality is what customer perceives to be. </li></ul><ul><li>customer needs goes on changes </li></ul><ul><li>Quali...
<ul><li>1. Service </li></ul><ul><ul><li>Provide the service at right time, even though the customer don’t complaint. </li...
<ul><li>3. Price </li></ul><ul><ul><li>Nowadays customer is ready to give high price towards Quality. </li></ul></ul><ul><...
<ul><li>4. Reputation </li></ul><ul><ul><li>Customer wills to buy product from a known company. </li></ul></ul><ul><ul><li...
<ul><li>Discover customer dissatisfaction </li></ul><ul><li>Identify customer needs </li></ul><ul><li>Discover priorities ...
<ul><li>Comment cards - attached to warranty card. </li></ul><ul><li>Customer Questionnaire - survey –mail/e-mail/ telepho...
<ul><li>Set of activities an org uses to satisfy customers. </li></ul><ul><li>BEFORE / DURING / AFTER THE SALE. </li></ul>...
<ul><li>ORGANIZATION </li></ul><ul><ul><li>identify each market segment. </li></ul></ul><ul><ul><li>Write down the require...
<ul><li>CUSTOMER CARE </li></ul><ul><ul><li>Meet the customer’s expectations. </li></ul></ul><ul><ul><li>Get the customers...
CUSTOMER RETENTION <ul><li>Process of retaining the existing customers. </li></ul><ul><li>Customer retention is powerful t...
Upcoming SlideShare
Loading in...5
×

customer satisfaction

9,795

Published on

this ppt is presented by romanchal .... its all about satisfying the customers...

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

No Downloads
Views
Total Views
9,795
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
784
Comments
0
Likes
3
Embeds 0
No embeds

No notes for slide

customer satisfaction

  1. 1. CUSTOMER SATISFACTION
  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 his needs.
  3. 3. <ul><li>The Customer is the King. </li></ul><ul><li>Quality is what customer wants. </li></ul><ul><li>TQM’s purpose is meeting customer expectations. </li></ul><ul><li>Customer satisfaction must be the primary goal of any organization. Therefore Every employee should understand the importance of customer. </li></ul>Customer Satisfaction
  4. 4. <ul><li>WHO ARE THE CUSTOMERS ? </li></ul><ul><li>Important people in business. </li></ul><ul><li>Not dependent on org. organization depends. </li></ul><ul><li>Not interruption but purpose of work. </li></ul><ul><li>Life blood of business. </li></ul><ul><li>A part of business, not outsiders. </li></ul>
  5. 5. TYPES OF CUSTOMERS <ul><li>Two Types </li></ul><ul><ul><li>Internal customers </li></ul></ul><ul><ul><li>External customers </li></ul></ul><ul><li>Internal Customers </li></ul><ul><ul><li>Customers inside the company. </li></ul></ul><ul><ul><li>Every person in the process. </li></ul></ul><ul><ul><li>Each dept is customer of another. </li></ul></ul>
  6. 6. <ul><li>External Customer </li></ul><ul><ul><li>Who uses the product </li></ul></ul><ul><ul><li>Who purchases the product </li></ul></ul><ul><ul><li>Who influences the sale of product </li></ul></ul><ul><li>CUSTOMER PERCEPTION OF QUALITY </li></ul><ul><li>Quality is what customer perceives to be. </li></ul><ul><li>Customer change their needs </li></ul>
  7. 7. <ul><li>Quality is what customer perceives to be. </li></ul><ul><li>customer needs goes on changes </li></ul><ul><li>Quality level needs are to be improved </li></ul><ul><li>accordingly . </li></ul>Customer perception of Quality
  8. 8. <ul><li>1. Service </li></ul><ul><ul><li>Provide the service at right time, even though the customer don’t complaint. </li></ul></ul><ul><li>2. Warranty </li></ul><ul><ul><li>Represents a promise of a quality product. </li></ul></ul><ul><ul><li>Force the org to focus on customer needs. </li></ul></ul><ul><ul><li>It attracts and build the market </li></ul></ul>
  9. 9. <ul><li>3. Price </li></ul><ul><ul><li>Nowadays customer is ready to give high price towards Quality. </li></ul></ul><ul><ul><li>Expects to get good product in lower price. </li></ul></ul><ul><ul><li>Customer’s perception of value is continuously changing. </li></ul></ul><ul><ul><li>To Succeed the org should identify, verify the perception of value. </li></ul></ul>
  10. 10. <ul><li>4. Reputation </li></ul><ul><ul><li>Customer wills to buy product from a known company. </li></ul></ul><ul><ul><li>Reputation brings market to the Org. </li></ul></ul><ul><ul><li>So org should strive for customer for life. </li></ul></ul>
  11. 11. <ul><li>Discover customer dissatisfaction </li></ul><ul><li>Identify customer needs </li></ul><ul><li>Discover priorities of Quality </li></ul><ul><li>Compare performance with the competition. </li></ul><ul><li>Determine opportunities for improvement. </li></ul>
  12. 12. <ul><li>Comment cards - attached to warranty card. </li></ul><ul><li>Customer Questionnaire - survey –mail/e-mail/ telephone. </li></ul><ul><li>Focus groups – customer meeting/ discussions. </li></ul><ul><li>Toll free telephone numbers </li></ul><ul><li>Customer visit. </li></ul><ul><li>Internet- Bulletin Boards. </li></ul><ul><li>Employee feedback. </li></ul>
  13. 13. <ul><li>Set of activities an org uses to satisfy customers. </li></ul><ul><li>BEFORE / DURING / AFTER THE SALE. </li></ul>SERVICE QUALITY / CUSTOMER SERVICE
  14. 14. <ul><li>ORGANIZATION </li></ul><ul><ul><li>identify each market segment. </li></ul></ul><ul><ul><li>Write down the requirements. </li></ul></ul><ul><ul><li>Communicate the requirements. </li></ul></ul><ul><ul><li>Organize processes. </li></ul></ul>
  15. 15. <ul><li>CUSTOMER CARE </li></ul><ul><ul><li>Meet the customer’s expectations. </li></ul></ul><ul><ul><li>Get the customers point of view. </li></ul></ul><ul><ul><li>Deliver what is promised. </li></ul></ul><ul><ul><li>Make the customer feel valued. </li></ul></ul><ul><ul><li>Respond to all complaints. </li></ul></ul><ul><ul><li>Over-respond to the customer. </li></ul></ul><ul><ul><li>Provide a clean and comfortable customer reception area. </li></ul></ul>
  16. 16. CUSTOMER RETENTION <ul><li>Process of retaining the existing customers. </li></ul><ul><li>Customer retention is powerful than customer satisfaction. </li></ul><ul><li>Research </li></ul><ul><li>60% revenue- existing customer </li></ul><ul><li>96% customer don’t complaint- but share with others. </li></ul><ul><li>91% unhappy customer- never purchase goods again. </li></ul><ul><li>82-95% customer retain if responded properly. </li></ul>
  1. A particular slide catching your eye?

    Clipping is a handy way to collect important slides you want to go back to later.

×