View stunning SlideShares in full-screen with the new iOS app!Introducing SlideShare for AndroidExplore all your favorite topics in the SlideShare appGet the SlideShare app to Save for Later — even offline
View stunning SlideShares in full-screen with the new Android app!View stunning SlideShares in full-screen with the new iOS app!
To be able to keep your customers and keep them satisfied, you have to know them
Who they are?
What do they want?
What do they need? (But not necessarily want, yet.)
Why do they like you?
Is there something they don’t like about you?
What determines Customer Satisfaction Customer Satisfaction Perceived Service Expected Service
Levels of Customer Satisfaction Perceived Service Expected Service Customer Satisfaction Much Better than expected As expected Worse/Different than expected Delighted * Satisfied Dissatisfied Loyal Vulnerable Walk & Talk
To identify causes of dissatisfaction and take corrective actions
Document the plan of actions to be taken
Points to ponder on … 1. The Customer will never be wrong. 2. If the Customer is found to be wrong, it must be that I have seen it wrongly. 3. If I have not seen it wrongly, it must be my fault that the Customer is wrong. 4. If the Customer is wrong and he does not admit it, then I must be wrong. 5. If the Customer does not admit that he is wrong and I insist that he is wrong, then I am wrong. 6. No matter what, the customer will never be wrong, this statement will never be wrong.