This document summarizes a seminar on customer focus. It defines internal and external customers and discusses the importance of customer focus for organizations. It also covers key topics like classifying different types of customers, understanding customer perceptions of quality and requirements, satisfying and delighting customers, handling complaints, and factors that influence customer behavior. The overall goal is to emphasize the importance of understanding customers to ensure their needs are met.
The presentation discusses about Customer Focus, Customer Satisfaction, Customer Orientation, Customer Complaints and Customer Retention in relation with Total Quality Management.
Customers include anyone to which the organization supplies the products or services and they invest in terms of revenue.
Customer focus is defined as the degree to which an organization satisfy the customer demand and expectations.
Quality Guru Deming Quoted:
“Quality may be defined as an excellent product or service that fulfills or exceed our expectations”
Presentation on customer focus / customer satisfactioon , customer delight and customer complaints handling. In a sense, customer service attains importance within the context of customer focus. In customer focus, the company puts great emphasis on customer success and customer happiness while customer service is one of the various activities to ensure customer happiness.Make the Effort to Follow-up. Some customer service situations require a follow-up contact. ...
Use Clear Language. It's easy to fall into the trap of using unclear language. ...
Do the Time Zone Math. ...
Anticipate Hidden Needs. ...
Use the Pre-Emptive Acknowledgement. ...
Take the Thank You Letter Challenge. ...
Take Action!
10 Steps to Create a Customer-Focused Culture
Define the culture. If you want to have a customer-centric culture, think about exactly what it should look like. ...
Communicate the culture. ...
Hire the right people. ...
Train your people right. ...
5. Make the training inclusive. ...
Be an example. ...
Empower employees to succeed. ...
Give recognition.
The orientation of an organization toward serving its clients' needs. Having a customer focus is usually a strong contributor to the overall success of a business and involves ensuring that all aspects of the company put its customers' satisfaction first.
The presentation discusses about Customer Focus, Customer Satisfaction, Customer Orientation, Customer Complaints and Customer Retention in relation with Total Quality Management.
Customers include anyone to which the organization supplies the products or services and they invest in terms of revenue.
Customer focus is defined as the degree to which an organization satisfy the customer demand and expectations.
Quality Guru Deming Quoted:
“Quality may be defined as an excellent product or service that fulfills or exceed our expectations”
Presentation on customer focus / customer satisfactioon , customer delight and customer complaints handling. In a sense, customer service attains importance within the context of customer focus. In customer focus, the company puts great emphasis on customer success and customer happiness while customer service is one of the various activities to ensure customer happiness.Make the Effort to Follow-up. Some customer service situations require a follow-up contact. ...
Use Clear Language. It's easy to fall into the trap of using unclear language. ...
Do the Time Zone Math. ...
Anticipate Hidden Needs. ...
Use the Pre-Emptive Acknowledgement. ...
Take the Thank You Letter Challenge. ...
Take Action!
10 Steps to Create a Customer-Focused Culture
Define the culture. If you want to have a customer-centric culture, think about exactly what it should look like. ...
Communicate the culture. ...
Hire the right people. ...
Train your people right. ...
5. Make the training inclusive. ...
Be an example. ...
Empower employees to succeed. ...
Give recognition.
The orientation of an organization toward serving its clients' needs. Having a customer focus is usually a strong contributor to the overall success of a business and involves ensuring that all aspects of the company put its customers' satisfaction first.
Deals in detail about total quality management (TQM) in all aspects of industries to be followed for optimum quality production and human resource management.
In this presentation, we will discuss the concept of quality management with specific importance on quality assurance, quality control and different views of quality, types of quality, levels of quality and quality determinants. We will also talk about the industrial revolution and beginning of quality control methods.
To know more about Welingkar School’s Distance Learning Program and courses offered, visit: http://www.welingkaronline.org/distance-learning/online-mba.html
Cost of Quality is a widely spread and widely misunderstood concept.Here is a presentation that will evaporate all your doubts regarding this topic.A very well explained case study of H&S motors.It is a very well structured presentation.
Performance metrics are an essential element of the management review process.
Quality metrics may include elements such as customer satisfaction, supplier performance, manufacturing defects, complaints, cycle times and many other internal or external processes.
This presentation provides a framework for establishing right quality indicators for evaluating the performance of the quality system.
Deals in detail about total quality management (TQM) in all aspects of industries to be followed for optimum quality production and human resource management.
In this presentation, we will discuss the concept of quality management with specific importance on quality assurance, quality control and different views of quality, types of quality, levels of quality and quality determinants. We will also talk about the industrial revolution and beginning of quality control methods.
To know more about Welingkar School’s Distance Learning Program and courses offered, visit: http://www.welingkaronline.org/distance-learning/online-mba.html
Cost of Quality is a widely spread and widely misunderstood concept.Here is a presentation that will evaporate all your doubts regarding this topic.A very well explained case study of H&S motors.It is a very well structured presentation.
Performance metrics are an essential element of the management review process.
Quality metrics may include elements such as customer satisfaction, supplier performance, manufacturing defects, complaints, cycle times and many other internal or external processes.
This presentation provides a framework for establishing right quality indicators for evaluating the performance of the quality system.
Social development club is a leading course content provider of India with a key focus on skilling courseware development. We deliver complete package required to deliver the Skill development program effectively. We develop NCVT and SSC aligned courses of all the domains and for all the schemes.
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Customer Loyalty Comprehension
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Loyalty Principles, Benefits of Customer Loyalty, Customer Loyalty and its relationship with customer
satisfaction, Customer retention and Brand Loyalty, Factors affecting customer loyalty formation, Rai-Srivastava model of customer loyalty formation, Drivers of Customer Loyalty.
Students, digital devices and success - Andreas Schleicher - 27 May 2024..pptxEduSkills OECD
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The Roman Empire, a vast and enduring power, stands as one of history's most remarkable civilizations, leaving an indelible imprint on the world. It emerged from the Roman Republic, transitioning into an imperial powerhouse under the leadership of Augustus Caesar in 27 BCE. This transformation marked the beginning of an era defined by unprecedented territorial expansion, architectural marvels, and profound cultural influence.
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Read| The latest issue of The Challenger is here! We are thrilled to announce that our school paper has qualified for the NATIONAL SCHOOLS PRESS CONFERENCE (NSPC) 2024. Thank you for your unwavering support and trust. Dive into the stories that made us stand out!
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This is a presentation by Dada Robert in a Your Skill Boost masterclass organised by the Excellence Foundation for South Sudan (EFSS) on Saturday, the 25th and Sunday, the 26th of May 2024.
He discussed the concept of quality improvement, emphasizing its applicability to various aspects of life, including personal, project, and program improvements. He defined quality as doing the right thing at the right time in the right way to achieve the best possible results and discussed the concept of the "gap" between what we know and what we do, and how this gap represents the areas we need to improve. He explained the scientific approach to quality improvement, which involves systematic performance analysis, testing and learning, and implementing change ideas. He also highlighted the importance of client focus and a team approach to quality improvement.
3. CONTENTS
• Meaning of customer & customer focus
• Classification of customers
• Customer perception of quality
• Customer requirements
• Customer satisfaction
• Customer delight
• Handling customer complaints
• Understanding customer behavior
• Concept of internal & external customers
4.
5. In sales, commerce and economics, a customer (sometimes
known as a client, buyer, or purchaser) is the recipient of
a good, service, product or an idea- obtained from a
seller, vendor, or supplier via a financial
transaction or exchange for money or some other
valuable consideration.
A person who buys goods or services from a shop or business.
A person of a specified kind with whom one has to deal.
6. • CUSTOMER FOCUS
Customer focus can be defined as the degree to which a firm
continuously satisfies customer needs and expectations.
It includes
• Emphasis on customer-defined quality
• Emphasis on customer service
• Integration of customer information for new product
development
• Partnering with customer for the product development, R&D,
technology forecasting.
7. IMPORTANCE OF CUSTOMER FOCUS
• The customers are the valuable assets for any organization.
• The success of an organization depends on the satisfied
customer.
• The satisfied customer tends to purchase frequently and
more.
• The manufacturing and service organization use customer
satisfaction as the measure of quality.
• Identifying the customer expectation is the key to satisfy the
customer.
9. • The Negotiator
Doesn’t matter if calm and quiet, or confident and loud – negotiators
always want to bargain. If you’re dealing with them, know that a common
objection is to bargain your price based on a cheaper competitors offer.
But most of the time they want to bargain as a matter of principle.
• The Well-Informed
The well-informed are confident. They will walk directly towards you,
giving you a firm handshake. Although they already seem to know
everything, they expect professional advice from you. Often their decision
to purchase is based on how the product reflects their social status.
• The Annoyed One
Every once in a while you have to deal with customers who complain
about almost everything. Whether it’s the high price, the bad quality or
the unfriendly seller- there’s nothing really you can do to please the
customer. They’re just always irritated.
10. • The Suspicious One
Suspicious customers will not hide their mistrust of products and
advertising. They’re one thing above all: critical. They will gladly let you
explain everything and surprise you with a strong opinion and knowledge
• The Questioner
This type of customer can be very pushy as he wants to know everything.
• The Ones Who Agree On Everything
These customers are reserved and act shy. They will say “yes” quickly. At
the same time they’re overwhelmed and feel that they’ve been taken by
surprise. The sales conversation is a stressful moment for them. Sensitivity
is required here.
• The Indecisive
These are the customers who aren’t really sure about what they want.
They’ll give you short, indecisive answers, saying things like “maybe” or
the dreaded “I don’t know.” There is a lot going on in their head.
Numerous questions show that they are considering whether to buy or
not to buy.
11. CUSTOMER PERCEPTION OF
QUALITY• According to Deming, “Quality may be defined as an
excellent product or services that fulfills or exceeds our
expectations”.
• An American Society for Quality (ASQ) survey on end
user perceptions of important factors that influenced
purchases showed the following ranking:
1. Performance
2. Features
3. Service
4. Warranty
5. Price
6. Reputation
12. CUSTOMER REQUIREMENTS
Characteristics or specifications that should be present in a
product for it to be deemed desirable by the consumer.
Customer Requirements
Service Requirement Output Requirement
13. CUSTOMER EXPECTATIONS
here are the most common customer expectations
• Solid information
• Options
• Engagement
• Complaint management
• Flexibility
• Creativity
• Fairness
• Trust
14. CUSTOMER SATISFACTION
This can be achieved by the following ways
1. Treat your Customers Right – Genuinely Interact
2. Don’t Come on Too Strong – Respect Your Customers
3. Always Listen – Hear What Your Customers are Saying
4. Continue to Satisfy – Offer Ongoing Support and Specials
5. Treat a Customer Like a Valued Partner – Communication is
Two Way
6. Build Trust – Alert Customers to Large Scale Changes, Good
or Bad
7. Be Transparent – Honesty is Crucial When it comes to
Mistakes
8. 8. Follow Through on Your Word – Follow Up on Promises
15. CUSTOMER DELIGHT
Customer delight is surprising a customer by exceeding his or
her expectations and thus creating a positive emotional
reaction.
There are three objectives when implementing Customer
Delight:
make customers loyal
have customers that are more profitable
have clients talk positively about your product, brand or shop,
the so-called word of mouth
16. HANDLING CUSTOMER
COMPLAINTS
• Effectively handling customers’ complaints is one of the most
important aspects for a company to consider in order to
provide a better overall experience.
• Here are some tips that could help companies to handle
complaints more effectively:
• Provide an appropriate channel to receive complaints
• Recording
• Resolution
• Communicating with the complainant
• Thorough investigation
• Response
• Follow-up
17. UNDRSTANDING CUSTOMER
BEHAVIOR
Consumer behavior is the study of individuals and
organizations and how they select and use products and
services. It is mainly concerned with psychology,
motivations, and behavior.
The study of consumer behavior includes:
• How consumers think and feel about different alternatives
(brands, products, services, and retailers)
• How consumers reason and select between different
alternatives
• The behavior of consumers while researching and shopping
• How consumer behavior is influenced by their environment
(peers, culture, media)
• How marketing campaigns can be adapted and improved to
more effectively influence the consumer
18. Factors influencing customer behavior
• Social factors- family, roles and status, ref. groups
• Economic factors- size of family, disposable Income
propensity to consume, consumer credit.
• Cultural factors- values, Beliefs, arts
• Personal factors- age, occ., life style, personality
• Physiological factors- basic needs
20. Internal Customers and External Customers are basically
those who purchase or buy the product of an organization /
company / factory. The customer may be the vendor,
distributor, and supplier or may be the end user. Internal
customers and External customers are differing from each
other in many aspects. Internal Customers are those
individuals, division or employee who purchases the product
of the company / organization being the part of the company
in a way or other. External Customers are those individuals
who do not belong to company / organization in any aspect or
may be the end user of the product. Quality and quantity of
the product should meet the demands of the External
customer as he the end user of the product.
Editor's Notes
a person who buys goods or services from a shop or business.