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Customer Delight By:Rudra Narayan Patra
Agenda <ul><li>Introduction </li></ul><ul><li>Types </li></ul><ul><li>Customer satisfaction </li></ul><ul><li>Customer exp...
What is customer delight? <ul><li>When you create &quot;WOW“ </li></ul>
Types Criminal Basic Expected Desirable Unbelievable
Opportunities For Customer Delight <ul><li>What happens when you first interact with a customer? </li></ul><ul><li>What oc...
So? <ul><li>To be able to keep your customers and keep them satisfied, you have to know them </li></ul><ul><ul><li>Who the...
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 expe...
<ul><li>GAME </li></ul>
For Atos Origin, Customer is the King <ul><li>We strive to understand their expectations from day 1 </li></ul><ul><li>We u...
Strategy to achieve higher customer satisfaction <ul><li>Perform Customer Expectation Survey (CES) </li></ul><ul><li>Ident...
Customer Expectation Survey <ul><li>HOW </li></ul><ul><li>Explaining the CES and CSS process to the customer  </li></ul><u...
Customer Satisfaction Survey <ul><li>HOW </li></ul><ul><li>Explain the contents of CSS form to the customer </li></ul><ul>...
Action Taken Report <ul><li>HOW </li></ul><ul><li>Identify the causes of dissatisfaction </li></ul><ul><li>Identify the co...
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 hav...
<ul><li>QA??? </li></ul><ul><li>Thank You </li></ul>
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Customer Delight

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  • Transcript of "Customer Delight"

    1. 1. Customer Delight By:Rudra Narayan Patra
    2. 2. Agenda <ul><li>Introduction </li></ul><ul><li>Types </li></ul><ul><li>Customer satisfaction </li></ul><ul><li>Customer expectation survey </li></ul><ul><li>Customer satisfaction survey </li></ul><ul><li>Action </li></ul><ul><li>Q&A </li></ul>
    3. 3. What is customer delight? <ul><li>When you create &quot;WOW“ </li></ul>
    4. 4. Types Criminal Basic Expected Desirable Unbelievable
    5. 5. Opportunities For Customer Delight <ul><li>What happens when you first interact with a customer? </li></ul><ul><li>What occurs to build a relationship? </li></ul><ul><li>Do you spend more to get new customers than on enhancing the relationship with current customers? </li></ul><ul><li>What makes you unique? </li></ul>
    6. 6. So? <ul><li>To be able to keep your customers and keep them satisfied, you have to know them </li></ul><ul><ul><li>Who they are? </li></ul></ul><ul><ul><li>What do they want? </li></ul></ul><ul><ul><li>What do they need? (But not necessarily want, yet.) </li></ul></ul><ul><ul><li>Why do they like you? </li></ul></ul><ul><ul><li>Is there something they don’t like about you? </li></ul></ul>
    7. 7. What determines Customer Satisfaction Customer Satisfaction Perceived Service Expected Service
    8. 8. 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
    9. 9. <ul><li>GAME </li></ul>
    10. 10. For Atos Origin, Customer is the King <ul><li>We strive to understand their expectations from day 1 </li></ul><ul><li>We understand the areas of real value for the customer </li></ul><ul><li>We work towards meeting or exceeding those expectations </li></ul><ul><li>We conduct Customer Satisfaction Surveys to understand their perception </li></ul><ul><li>We utilize this feedback to take the necessary corrective actions and improve service </li></ul>
    11. 11. Strategy to achieve higher customer satisfaction <ul><li>Perform Customer Expectation Survey (CES) </li></ul><ul><li>Identify top 3 priorities of the customer </li></ul><ul><li>Priorities should be in terms of soft expectations apart from the contractual commitment </li></ul><ul><li>Perform Customer Satisfaction Survey (CSS) based on CES </li></ul><ul><li>Prepare an Action Taken Report (ATR) for CSS ratings below the target </li></ul><ul><li>Share the ATR with customer </li></ul><ul><li>Track the actions to closure </li></ul><ul><li>As a normal practice, delivery is based on the contract specifications </li></ul><ul><li>All Contract and Service Level Agreements are monitored and tracked </li></ul>
    12. 12. Customer Expectation Survey <ul><li>HOW </li></ul><ul><li>Explaining the CES and CSS process to the customer </li></ul><ul><li>Educating the customers on its benefits </li></ul><ul><li>Helping them to identify top 3 priorities based on their requirement </li></ul><ul><li>Helping them quantify the priorities </li></ul><ul><li>WHY </li></ul><ul><li>To satisfy the customer, we need to know their expectations </li></ul><ul><li>WHAT </li></ul><ul><li>Understanding soft requirements of the customer </li></ul>
    13. 13. Customer Satisfaction Survey <ul><li>HOW </li></ul><ul><li>Explain the contents of CSS form to the customer </li></ul><ul><li>Obtain feedback using the CSS Form – in a discussion mode </li></ul><ul><li>Provide assistance, if required </li></ul><ul><li>WHY </li></ul><ul><li>To get customer feedback on the service we provide </li></ul><ul><li>WHAT </li></ul><ul><li>A formal survey to understand the satisfaction level of the customer </li></ul>
    14. 14. Action Taken Report <ul><li>HOW </li></ul><ul><li>Identify the causes of dissatisfaction </li></ul><ul><li>Identify the corrective / preventive actions </li></ul><ul><li>Discuss the actions with the customer </li></ul><ul><li>Track the identified actions to closure </li></ul><ul><li>Inform the customer about the progress </li></ul><ul><li>WHY </li></ul><ul><li>To identify causes of dissatisfaction and take corrective actions </li></ul><ul><li>WHAT </li></ul><ul><li>Document the plan of actions to be taken </li></ul>
    15. 15. 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.
    16. 16. <ul><li>QA??? </li></ul><ul><li>Thank You </li></ul>
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