4. Subscriber & Customer Subscriber: One who accepts the conditions of the organization. Customer: The organization should be in a position to cater all the needs of the customer
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6. Modern customer-oriented organization chart Top management Middle management Front-line people Customers Customers Front-line people Middle management Top management Traditional organization chart
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16. Exceeding Expectations Cont 1 . . . What you Provide < = > What you Promised and/or What They Expected Dissatisfied Delighted Satisfied
19. Exceed Expectations Cont 3 . . . + 1 % + 1 more smile + 1 additional item + 1 more personal contact + 1 bit more thought fullness + 1 extra minute of your time + 1 check to make sure all’s now OK + 1 telephone call to ensure the customer’s happy + 1 anything else that will delight your customers
![What is Customer Care ,[object Object],[object Object],[object Object]](data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7)