This document discusses the importance of customer satisfaction. It provides business principles for focusing on satisfying customers rather than profits, including selling people rather than products, offering quality and value over low prices, and satisfying customers no matter what it takes. The "Ten Commandments of Customer Satisfaction" include never gouging customers, always treating customers as people, and always fixing issues the first time. The document emphasizes that customer satisfaction should be everyone's job and that satisfying customers leads to profits.

1. Always Be Closing (ABC)

2. Customer
Satisfaction

3. Course Objectives
 Learn how to make more money by
focusing on satisfaction rather than profit
 Learn how to beat competition by offering
more value instead of lower prices

4. Make this your mission
““Satisfy your customer,Satisfy your customer,
and the profits will takeand the profits will take
care of themselves.”care of themselves.”

5. Business principles
 Sell people, not products
 Offer quality and value, not low prices
 Satisfy the customer, not matter what it takes
 Shorten the Trading Cycle

6. Customer Satisfaction is Everyone’s job
It has to be in the minds of all employees every
time they interact with a customer.

7. The Ten Commandments of Customer
Satisfaction (DON’T Commandments):
 Never gouge a customer
 Never pay a percentage of gross profit
 Never say it can’t be fixed
 Never over-promise, always over-perform
 Never concentrate on profit

8.  Always treat a customer as a person
 Always give a fair deal
 Always take care of the customer at all levels
of management
 Always fix it right the first time
 Accept getting beaten sometimes
The Ten Commandments of Customer
Satisfaction (DO Commandments):

9. Remember…
““Never cut your prices toNever cut your prices to
boost sales.boost sales.
Instead, increase qualityInstead, increase quality
and value.”and value.”

10. Efficiency
““Satisfying the customer isSatisfying the customer is
one of only two ways toone of only two ways to
success. The second is tosuccess. The second is to
be more efficient than thebe more efficient than the
competitors.”competitors.”

11. Operational Excellence
““Operational ExcellenceOperational Excellence
means providing customersmeans providing customers
withwith reliablereliable products orproducts or
services atservices at competitivecompetitive pricesprices
delivereddelivered with a minimalwith a minimal
amount of inconvenience.”amount of inconvenience.”

13. Networking
Be a Better
Performer

14. Why Network?
“Give me a lever long enough and a fulcrum on
which to place it, and I shall move the world”
- Archimedes

15. How to create network opportunities
 Friends Birthdays
 Social occasions
 Volunteer work
 Organizing social events (school
colleagues)
 Work weak links

16. Self Presentation
 Be short
 Clearly outline what you are able to do
 Use humor when appropriated
 Be careful with your look
 Look directly to people
 Use your hands and body
 In one word :
Seduce

17. Professional Network – Degrees of Separation

18. Final Thought
 “Often we do not understand how much
power does a touch, smile, pleasant word,
ability to hear, concern, and sincere
compliment has - these things can change
our life's.”
(Leo Buscaglia)