Customer Delight

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customer delight

customer delight

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  • 1. Customer Delight By:Rudra Narayan Patra
  • 2. Agenda
    • Introduction
    • Types
    • Customer satisfaction
    • Customer expectation survey
    • Customer satisfaction survey
    • Action
    • Q&A
  • 3. What is customer delight?
    • When you create "WOW“
  • 4. Types Criminal Basic Expected Desirable Unbelievable
  • 5. Opportunities For Customer Delight
    • What happens when you first interact with a customer?
    • What occurs to build a relationship?
    • Do you spend more to get new customers than on enhancing the relationship with current customers?
    • What makes you unique?
  • 6. So?
    • 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?
  • 7. What determines Customer Satisfaction Customer Satisfaction Perceived Service Expected Service
  • 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.
    • GAME
  • 10. For Atos Origin, Customer is the King
    • We strive to understand their expectations from day 1
    • We understand the areas of real value for the customer
    • We work towards meeting or exceeding those expectations
    • We conduct Customer Satisfaction Surveys to understand their perception
    • We utilize this feedback to take the necessary corrective actions and improve service
  • 11. Strategy to achieve higher customer satisfaction
    • Perform Customer Expectation Survey (CES)
    • Identify top 3 priorities of the customer
    • Priorities should be in terms of soft expectations apart from the contractual commitment
    • Perform Customer Satisfaction Survey (CSS) based on CES
    • Prepare an Action Taken Report (ATR) for CSS ratings below the target
    • Share the ATR with customer
    • Track the actions to closure
    • As a normal practice, delivery is based on the contract specifications
    • All Contract and Service Level Agreements are monitored and tracked
  • 12. Customer Expectation Survey
    • HOW
    • Explaining the CES and CSS process to the customer
    • Educating the customers on its benefits
    • Helping them to identify top 3 priorities based on their requirement
    • Helping them quantify the priorities
    • WHY
    • To satisfy the customer, we need to know their expectations
    • WHAT
    • Understanding soft requirements of the customer
  • 13. Customer Satisfaction Survey
    • HOW
    • Explain the contents of CSS form to the customer
    • Obtain feedback using the CSS Form – in a discussion mode
    • Provide assistance, if required
    • WHY
    • To get customer feedback on the service we provide
    • WHAT
    • A formal survey to understand the satisfaction level of the customer
  • 14. Action Taken Report
    • HOW
    • Identify the causes of dissatisfaction
    • Identify the corrective / preventive actions
    • Discuss the actions with the customer
    • Track the identified actions to closure
    • Inform the customer about the progress
    • WHY
    • To identify causes of dissatisfaction and take corrective actions
    • WHAT
    • Document the plan of actions to be taken
  • 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.
    • QA???
    • Thank You