The document discusses the importance of customer focus and retention. It defines a customer as the purpose of a business according to Mahatma Gandhi. An organization is considered customer focused when it consistently exceeds customer expectations and creates loyal customers through exceptional customer service. The document outlines several customer-focused behaviors including putting the customer first, maintaining a positive attitude, identifying and addressing customer needs, building relationships, and effectively resolving problems. It emphasizes the importance of customer retention and notes that it takes months to find a customer but only seconds to lose one.

1. Customer Focus and Retention
- Anuradha
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2. Who is a customer?
“A customer is the most important visitor
on our premises, he is not dependent on us.
We are dependent on him. He is not an
interruption in our work. He is the purpose
of it. He is not an outsider in our business.
He is part of it. We are not doing him a
favor by serving him. He is doing us a favor
by giving us an opportunity to do so.”
- Mahatma Gandhi
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4. How do say your organization is Customer Focused?
- Is it when you have lot of customers?
- Is it when your customer is satisfied?
- Is it when you provide unique product/service to the customers?
- Anything else….?
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5. We call an organization Customer- Focused only when
- We consistently exceed the expectations of the customer
- We start creating Loyal* customers
- - Exceptional Customer Service
* Loyal Customers are those who keep coming back to us and choose not to
buy from our competitors
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6. Customer – Focused Behavior
1) Putting the customer first
 Always be On Time
 Establish Rapport
 Thank them
 Let them take their time
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7. Customer – Focused Behavior
2) Attitude
 Be professional
 Communicate Positively
 Respect the customer
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8. Customer – Focused Behavior
3) Identifying Customer needs
 Ask questions till you clearly understand their needs
 Use positively phrased, direct questions
 Use active listening to convey respect and verify
understanding
 Ask how you can better serve the customer’s needs
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9. Customer – Focused Behavior
4) Build Relationships
 Be fair
 Keep your word
 Seek Service Opportunities
 Know your products and services
 Admit errors and lack of knowledge
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10. Customer – Focused Behavior
5) Effective Problem Resolution
 Empathize with the customer
 Take Ownership
 Respond to problems in a timely manner
 Formulate/negotiate a win-win solution
 Don’t take problems/complaints personally
 Recognize problems as a learning opportunity
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11. Things to Remember
1) Every time anyone representing our organization meets with a customer, the company’s reputation
is on line
2) Treating the customers as valued Individual is often more important than price
3) We can create Loyal Customers by focusing on Quality Service, which means a lot to customers
4) It is really important that the customers perceive us a Customer focused organization
5) We are always customer focused
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13. Cause – Effect Analysis
Competitor No- Value Addition / Market
Price Difference Inadequate Guidance Experience
Client Unhappy Lack of Focus
with costing Learn from Masters
Losing The
Losing the
Customer
customer
Attitude
Robustic Voice of
Indifference
Process Customers
Employee
Process Deviation
Attrition Rate Inadequate
Interaction
Improper Performance Lack of
monitoring System Competency
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14. Customer Retention
1) Eliminate the Root Cause by streamlining the process
2) Continuously maintain and Improve the defined process
3) Tread carefully when dealing with Immediate Cause (Think Twice)
4) During every interaction with a customer be aware of the Underlying Causes which may determine
the success of this situation
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15. It Takes
Months
to find a
CUSTOMER
But only
Seconds
To lose one
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16. THANK YOU!