Customer Satisfaction

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  • GOOD AFTERNOON. NICE TO SEE initiatives WEEKLY TRAINING, LEADERSHIP DRIVE ETC…THESE INITIATIVES ARE GOOD FOR THE LONG TERM BENEFIT OF THE ORGN AS THEY INCREASE EMPLOYEE INTERGRATION, BETTER COMMUNICATION, KNOWLEDGE SHARING…WE HAVE SEEN PRESENTATIONS ON LEADERSHIP, MOTIVATION, TEAM BUILDING, POSITIVE ATTITUDE, SKILL SETS, POSITIONING STRATEGIES…..TODAY I SHALL SHARE SOME SIMPLE WAYS TO CUSTOMER SATISFACTION…
  • MBA definition
  • Business definition
  • CUSTOMER EMPATHY, CUSTOMER SENSITISATION…..I WILL BE USING THESE WORDS…new structure more relevance
  • MY PRESENTATION WILL REVOLVE AROUND THESE 12 ELEMENTS....IF WE HAVE THESE 12 ELEMENTS WE CAN MAKE ALL OUR CUSTOMERS HAPPY AND LOYAL TO US...ALL THESE TERMS HAVE BEEN INTERREALTED IN THE COMING SLIDES
  • WHY, WHEN WE THINK, WE START TO FOCUS ON CUSTOMER …MORE…..NOTHING MATTERS IN BUSINESS AND EVEN IN OUR LIVE…WE DEAL WITH PEOPLE….WE LIVE WTH PEOPLE AND WE WORK WITH PEOPLE…
  • THE BEST WAY TO UNDERSTAND THE NEED OF CUSTOMER IS WEAR HIS SHOES, THINK LIKE A CUSTOMER……ONCE U DO THIS, IT BECOMES EASY FOR YOU TO UNDERSTAND WHAT HE WANTS. WE ALL ARE CUSTOMERS IN LIFE…
  • HAPPY CUSTOMER SHARES HIS EXPERIENCE WITH ATLEAST 2 PEOPLE.
  • UNHAPPY CUSTOMERS WILL TALK TO 4 PEOPLE. SO THE SPEED OF LOSING IS TWICE …..
  • Learn from mistakes and DON’T REPEAT…
  • RESPONSIVE NESS IS THE KEY TO CUSTOMER CARE
  • SOMETIMES WE AVOID SITUATIONS WHICH ARE TOUGH….AND THAT’S A MAJOR REASON FOR DELAYS..
  • IN BUSINESS WHERE TIME IS OF REAL ESSENCE, U GET BUSINESS AND LOSE BUSINESS IS MATTER OF MINUTES…EG IN WHOLESALE AND RETAIL BUSINESS.
  • Let me ask you…..who will u vote for?....My IPOD EXPERIENCE.. According to the American Customer Satisfaction Index (ACSI) for the second quarter, customer satisfaction with Apple fell 1% from previous polls as vendors such as Gateway and HP won greater approval from their PC customers. Apple’s ranking was 84, followed by Dell at 75 and then Compaq (HP), HP and Gateway (Acer) all at 74. “ The small decline has done nothing to hurt the large lead Apple has enjoyed for six straight years over the Windows-based PC manufacturers,” a commentary on the ACSI findings reads. “Apple’s customer satisfaction lead is the second largest of any industry in ACSI — only Southwest Airline’s advantage over its closest rival is bigger.”
  • IN ME THIS IS A VERY IMPORTANT THING THAT I HAVE LEARNED…NOT SO MUCH IN INDIA THOUGH.
  • PLEASE REMEMBER THAT YOUR SATISFIED CUSTOMER WILL ALWAYS BE ON THE “HITLIST” OF YOUR COMPETITOR.NOT ONLY KNOWING OUR COMPETITORS BUT ALSO HAVE MARKET INTELLIGENCE ON THEIR BUSINESS STRATEGY…ARE WE HAVING IT
  • LETS SEE A COUPLE OF EXAMPLES OF CUSTOMER SERVICE BEING VERY EXPENSIVE AND CUST SERV BEING NOT EXPENSIVE AT ALL….ALMOST FREE.
  • U WILL PROBABLY HAVE TO SPEND 1000 BUCKS FOR THIS ROOM
  • 1000 BUCKS FOR THIS AS WELL
  • ONLINE CHECKIN…TIME IS MONEY
  • POSITIVE ATTITUDE
  • Coffee break…..
  • MY PRESENATION WILL REVOLVE AND MOVE AROUND THESE WORDS....ALL THESE TERMS HAVE BEEN INTERREALTED IN THE COMING SLIDES
  • Most companies still respond to the customer that shouts loudest, regardless of their value. The inability to identify the truly valuable customer can be seriously detrimental to any business. Businesses could be losing some quiet but highly profitable customers who are walking away in silence and disgust. We all struggle to recognise and understand the full value of service and how to transform strategic policy into operational reality
  • A boy is moving a man who moved the world…PICTURE SAYS LOT OF THINGS….MY FAVORITE SLIDE.
  • A SATISFIED CUSTOMER CAN BECOME DISSATISFIED VERY FAST.
  • BE FEARLESS AND TRY TO BE AS OPEN AS U CAN …IF U R AFRAID OF SOMETHING, U WILL NOT TRY THAT AND IF U DON’T TRY THEN U ARE ANYWAY NOT THERE….
  • One simple question as an employee…EMPLOYEE SATISFACTION....CUSTOMER SATISFACTION, EMPLOYEE STAISFACTION AND CASH FLOW....Jack welch
  • IF U HAVE DONE A MISTAKE, PLEASE ADMIT…..YOUR OWN SATISFACTION IN LIFE WILL ENSURE YOUR CUSTOMER’S SATISFACTION.
  • You won’t have the answer for everything, so ask someone to help you when you need it…AND U WILL DEFINITELY GET HELP
  • There is a lot of information in house
  • VERY IMPORTANT TO HAVE A RECORD OF ALL INFORMATION…THAT’S A CHALLENGE….CREDIT CARD COMPANY HAS ALL INFORMATION ….
  • INCOMPLETE INFORMATION MOSTLY LEADS TO MAJOR CUSTOMER ISSUES.
  • Build good customer relationship. Create a devoted customer
  • 70% CUSTOMERS LEAVE DUE TO AN ATTITUDINAL ISSUES…
  • ONLY PROMISE WHAT U CAN DELIVER..TRY TO DO A BALANCED COMMITMENT….WE GET ENTHUSIASTIC IN SALES SOMETIME AND WE OVER COMMIT…WE THEN SHUD TRY AND BALANCE IT.
  • MOST OF THE TIMES CUSTOMERS NEED TO BE CONVINCED..SOMETIMES NEED TO BE TAUGHT… IN OUR BIZ CUSTOMERS NEED TO BE CONVINCED MOST OF THE TIMES, SO NEED TO HAVE A LOT OF PATIENCE.
  • THESE WORDS WILL HELP US EVEN IN OUR PERSONAL LIVES..
  • SURPRISE YOUR CUSTOMER..CUSTOMERS ALWAYS EXPECT MORE..SO IT IS ALWAYS BETTER TO GIVE SOMETHING EXTRA AND SURPRISE THEM SOMETIMES..IF THE DEAL INVOVLVES PBX, SWITCH, ROUTER, STORAGE, PHONES, SERVER, CABLES….ETC THE DEAL BECOMES MORE..SO APART FROM THE MONEY THAT HE WOULD WANT, HE ASLO EXPECTS SOMETHING EXTRA FROM YOU…..
  • Increasing loyalty
  • MY PRESENATION WILL REVOLVE AND MOVE AROUND THESE WORDS....ALL THESE TERMS HAVE BEEN INTERREALTED IN THE COMING SLIDES
  • Satisfaction is short term, devotion is long term.
  • Customer Satisfaction

    1. 1. Customer Satisfaction In tough times, it's harder and even more important to keep our customers happy Munish Malhautra
    2. 2. When we hear or see the word Customer Satisfaction , what comes to our mind ? <ul><li>Kya Satisfaction, order uthana hai bas. </li></ul><ul><li>My boss, support/marketing deptt and organization is responsible for that, I am not. </li></ul><ul><li>No, only I am responsible for my customer others are not concerned. </li></ul><ul><li>Customer satisfaction is only in service industry not in IT industry. </li></ul><ul><li>Complete the work for customer and he will be satisfied. </li></ul>WRONG
    3. 3. Customer Satisfaction is…. <ul><li>A measure of HOW products and services supplied by a company meet or surpass customer expectation. </li></ul><ul><li>Customer expectation is the needs, wants, and preconceived ideas of a customer about a product or service. </li></ul><ul><li>If customer expectations are met, then customer satisfaction results. T U WANT BY GIVING OTHERS WHAT THEY WANT </li></ul>
    4. 4. Customer Satisfaction is…. Getting what you want by Giving others what they want.
    5. 5. Agenda <ul><li>To share simple ways of Customer service/ Customer Care/ Customer Satisfaction/ Customer Delight </li></ul>
    6. 6. Think & Focus Prompt Fix the Problem Smile & Enjoy Patience Communicate Emotions and Passion Fearless References Urgency competitor Positive Attitude
    7. 7. Think and Focus Living with customers Dealing with customers Working with customers
    8. 8. Understand the need.
    9. 9. <ul><li>• Happy customers can spread the word far and wide. In the Internet age, anyone can broadcast his opinions through blogs, websites and email . </li></ul>
    10. 10. <ul><li>• Unhappy customers won't come back, won't refer you to friends and family, and will spread the word far and wide, more than happy customers. </li></ul>
    11. 11. Your most unhappy customers are your greatest source of learning
    12. 12. Be prompt
    13. 13. Even your most loyal customers would probably get frustrated at slow RESPONSE . Avoid Procrastination
    14. 14. Have a sense of URGENCY ! When you “eat that frog” 1 st thing in the morning….the rest of the day is easy. If everything else is equal, customers will give their business to the company with the best responsive customer service
    15. 15. Microsoft may have the largest market share, BUT Apple is #1 most admired company for last 5 years.
    16. 16. Work on References Given two companies with the same expertise, the customer is more likely to choose the one that comes with a recommendation from another customer . .
    17. 17. Know Your COMPETITORS
    18. 18. <ul><li>In the world of Internet Customer Service, it's important to remember your competitor is only one mouse click away . </li></ul><ul><ul><ul><ul><ul><li>Doug Warner </li></ul></ul></ul></ul></ul>
    19. 19. Is Customer Service Expensive? OR Is Customer Service Free?
    20. 20. A night in the Presidential suite…surely
    21. 21. Rave Party….definitely
    22. 22. Does this cost anything?
    23. 23. Positive attitude = Customer Satisfaction
    24. 24. UNLESS YOU HAVE 100% CUSTOMER SATISFACTION, YOU MUST IMPROVE HOWARD SCHULTZ
    25. 25. Think & Focus Prompt Fix the Problem Smile & Enjoy Patience Communicate Emotions and Passion Fearless References Urgency competitor Positive Attitude
    26. 26. <ul><li>3 most important things you need to measure in business are Customer Satisfaction, Employee Satisfaction and Cash Flow Jack Welch </li></ul>
    27. 27. Be Emotional about your Customer.
    28. 28. Emotions are stronger than logic & reason
    29. 29. Communicate constantly People don’t want to communicate with an organization or a computer. They want to talk to a real, live, responsive, responsible person who will listen and help them get satisfaction
    30. 30. Be Fearless
    31. 31. Question: Should my perception of Virgin as an employee be any different from that of a customer ? No! If you don’t believe in it, it won’t ever happen !
    32. 32. Don’t get frustrated with customers
    33. 33. Don’t take customer issues at home
    34. 34. ask for
    35. 35. From your COLLEAGUES There is a lot of information in house
    36. 36. Document Critical Information Remember to INCOMPLETE INFORMATION NORMALLY LEADS TO CUSTOMER ISSUES
    37. 37. FIX THE PROBLEM…. DON’T LEAVE IT OPEN An open problem today becomes “THE FROG” next day
    38. 38. Keep Smiling, Have confidence in yourself
    39. 39. and a good attitude…
    40. 40. COMMIT on your promises Customers will remember when you make a promise, so always deliver what you say you will .
    41. 41. Have But remain FIRM.
    42. 42. Use the words Sorry & ThankU
    43. 43. Go the extra mile… DELIGHT YOUR CUSTOMER Always
    44. 44. <ul><li>Simplicity </li></ul><ul><li>Fun </li></ul><ul><li> Lead </li></ul><ul><li>Learn </li></ul><ul><li>Feedback </li></ul><ul><li>Push </li></ul><ul><li>Together </li></ul>Enjoy with your customer
    45. 45. Think & Focus Prompt Fix the Problem Smile & Enjoy Patience Communicate Emotions and Passion Fearless References Urgency competitor Positive Attitude
    46. 46. <ul><li>The Next Level </li></ul>
    47. 47. UK consultant says “deliver satisfaction , think “devotion”......
    48. 48. ‘ devoted’ customers?
    49. 49. not ‘satisfied’ customers
    50. 50. not even ‘delighted’ customers
    51. 51. why?
    52. 52. 86 % of defectors express satisfaction with the previous supplier
    53. 53. so
    54. 54. deliver ‘satisfaction’ think ‘devotion’

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