The document discusses key concepts related to customer satisfaction and service. It defines customers as those who use, purchase, or influence a product or service. There are internal and external customers. Customer satisfaction is achieved when a company's offer matches customer needs. Key drivers of customer satisfaction are performance, features, service, warranty, price, and reputation. Poor service is the primary reason customers leave, followed by better prices and product dissatisfaction.
This is a good presentation on Customer Delight.. Customer delight is next & advanced step to customer satisfaction & produces WOW reaction. This presentation would help you to find about elements, procedure and other factors affecting customer delight. Mail me your suggestions at a380onkar@yahoo.co.in
This is a good presentation on Customer Delight.. Customer delight is next & advanced step to customer satisfaction & produces WOW reaction. This presentation would help you to find about elements, procedure and other factors affecting customer delight. Mail me your suggestions at a380onkar@yahoo.co.in
This presentation goes through the various moments of truth, including Zero Moment of Truth coined by Google, to the First, Second, and the Ultimate Moment of Truth. This presentation discuss what it takes to win each of these important moments.
This presentation is part of the course "Influencing Consumers' Decisions: How to Make Them Pick You". Learn more about this class and other resources at http://CuriousMarketeer.com
For a limited time / quantity: Get this full course for $7 only (over 75% off). Use the following link for this special offer: http://bit.ly/1w7rmGN
ReadySetPresent (Customer Service PowerPoint Presentation Content): 100+ PowerPoint presentation content slides. Knowing what your customer wants and needs is the number one factor to excellent customer service. Only by improving one’s customer service can your business develop. Customer Service PowerPoint Presentation Content slides include topics such as: understanding the basics of effective customer service, knowing customer wants and expectations, the 4 steps to super service, 10+ slides on what to say and addressing excuses, 10+ slides on implementing a program and examining behaviors, 7 practical steps to customer service, 30 slides on performance standards and quality, looking to the future, Q& A’s, 5 slides on increasing customer satisfaction, the top ten customer complaints, the five most common customer requests, 4 steps to super service, how to's and more!
I.
Be able to measure customer satisfaction.
i.
Understand the importance of measuring customer satisfaction.
ii.
Evaluate techniques of assessing customer response.
iii.
Design a customer satisfaction survey.
iv.
Review the success of a completed survey.
Customer is the king, this is what we have been hearing even before entering the corporate world.
your business not only depend on customers but primarily how much is he level of your customers satisfaction.
The presentation cover all aspects of CUSTOMER SATISFACTION.
customer loyalty is very important for a company or a brand, these slides contain the detail about loyalty, customer loyalty, types of customer loyalty and loyalty status...
created by:
Umair Ahmad
umair.100@hotmail.com
High customer loyalty is one of the most important indicators of good performing companies. Since customer satisfaction is directly linked to customer loyalty it is evident`that measuring customer satisfaction without taking customer loyalty into account and vice versa would be misleading.
This presentation goes through the various moments of truth, including Zero Moment of Truth coined by Google, to the First, Second, and the Ultimate Moment of Truth. This presentation discuss what it takes to win each of these important moments.
This presentation is part of the course "Influencing Consumers' Decisions: How to Make Them Pick You". Learn more about this class and other resources at http://CuriousMarketeer.com
For a limited time / quantity: Get this full course for $7 only (over 75% off). Use the following link for this special offer: http://bit.ly/1w7rmGN
ReadySetPresent (Customer Service PowerPoint Presentation Content): 100+ PowerPoint presentation content slides. Knowing what your customer wants and needs is the number one factor to excellent customer service. Only by improving one’s customer service can your business develop. Customer Service PowerPoint Presentation Content slides include topics such as: understanding the basics of effective customer service, knowing customer wants and expectations, the 4 steps to super service, 10+ slides on what to say and addressing excuses, 10+ slides on implementing a program and examining behaviors, 7 practical steps to customer service, 30 slides on performance standards and quality, looking to the future, Q& A’s, 5 slides on increasing customer satisfaction, the top ten customer complaints, the five most common customer requests, 4 steps to super service, how to's and more!
I.
Be able to measure customer satisfaction.
i.
Understand the importance of measuring customer satisfaction.
ii.
Evaluate techniques of assessing customer response.
iii.
Design a customer satisfaction survey.
iv.
Review the success of a completed survey.
Customer is the king, this is what we have been hearing even before entering the corporate world.
your business not only depend on customers but primarily how much is he level of your customers satisfaction.
The presentation cover all aspects of CUSTOMER SATISFACTION.
customer loyalty is very important for a company or a brand, these slides contain the detail about loyalty, customer loyalty, types of customer loyalty and loyalty status...
created by:
Umair Ahmad
umair.100@hotmail.com
High customer loyalty is one of the most important indicators of good performing companies. Since customer satisfaction is directly linked to customer loyalty it is evident`that measuring customer satisfaction without taking customer loyalty into account and vice versa would be misleading.
Redressal agencies for consumer disputes - Legal Environment of Business - Bu...manumelwin
Composition of district forum - Each district forum consists of
A person who is qualified to be a district judge who shall be the president and
Two other members who shall be persons of ability, integrity and standing.
By spelling out the rights and remedies of the consumers in a market so far dominated by organized manufacturers and traders of goods and providers of various types of services, the Act makes buyer beware a thing of the past.
this slid is regarding Indian consumer protection of 1986. it will be useful for students who are doing MBA PGDM and graduation in commerce and 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.
Exploring the risk factors associated with peb projects in lahore.Rizwan Khurram
The construction industry is more exposed to risk than other industry. If the risk is not handled properly it may causes the poor performance on the industry. The Scale of building projects is large in nature and having large amount of investment. Wastage of any resource influence is high loss in project. All the losses are associated with risk factors. In Pakistan, only few researches have been done so far in this area. Thus this study needs focus of risk management in field of construction projects. We conclude from study that financial issue, skillful workers, shortage and inaccurate design are significant risk factors affecting the projects. Contractors are responsible for risk linked with machinery, material and quality related issues. While clients are responsible for the risk associated with scope of work. Study concludes that good coordination and communication between stakeholders and proper drawings works are key factors to control the project.
three phase of change,management of complex change,organizational change, Kotter eight steps, Bullock and batten, planned change,machine political organism, beckhar and harris change formula organism, kotter eight step with example
introduction to change management, what is change,categories of change, why change,organizational change,reaction of change,lewins theory, philosphy of change.
2. Who is the customer?
One who uses the product or service, the one who
purchases the product or service or the one who
influences the product or service.
Two types of customers:
Internal customers
External customers
3. Customer satisfaction Model: (Teboul Model)
Company offer Customer
needs
(product or service)
Customer satisfaction
Needs not fulfilled
Total satisfaction is achieved when offer matches the
need i.e. circle is superimposed on the square
4. Customer perception of quality:
An American Society for quality (ASQ) survey on
customer perception about quality of product or service
shows the following ranking.
1. Performance
2. Features
3. Service
4. Warranty
5. Price
6. Reputation
5. Service organizations and customer satisfaction
• Difficult but not impossible
• Determine key performance indicators
• Set Targets – SMART goals
• Make teams
• Analyze them on weekly basis
• Standardize
• Sustain
9. Good Customer Service
Good service is when the customer gets
treatment that meets his/her expectations.
Customer What Customer
Expectation receives
10. Bad Customer Service
Bad Service is when customer gets treatment
which is less than his/her expectations
Customer What Customer
Expectation receives
11. Excellent Customer Service
When the customer gets a little more than what
he/she expected, Good Service becomes
Excellent Service
+
Customer What Customer
Expectation receives
12. Kano Model: (Dr.Nariaki Kano)
Kano model distinguishes between three types of
product or service requirements which influence
customer satisfaction in different ways when met.
1. Basic attributes
2. Performance attributes
3. Excitement attributes
14. 1. Basic Needs – Dissatisfiers
A dissatisfiers is a product or service characteristics
that the customer takes for granted.
Absence of basic attributes results in extreme
customer dissatisfaction.
Customer complaints are the primary source of
information on existing dissatisfiers in our current
product or service.
15. 2. Performance Needs – Satisfiers
A satisfier is something that customer want in their
product or service, and usually ask for it.
Better the performance more will be the customer
satisfaction.
They are easy to measure and they become the
benchmarks used for competitive analysis.
16. 3. Excitement Needs – Delighters
A delighter is unspoken or unexpected requirement of
a customer and can result into high level of customer
satisfaction.
Delighters are sometimes called exciting quality.
Absence of delighter doesn’t result into customer
dissatisfaction while its presence can help in
enhancing customer satisfaction.
17. Customer Characteristics:
1. Innovators
o Representing about 3 % of the market
o They are the first to adopt an innovation
o Young, high social status, good financial
shape, broad social relationship
o Rely on non personal sources of info. Such as
advertisement.
18. 2. Early adopters:
o Comprising about 13 % of the market
o They purchase a new product or service after
innovators but sooner than other consumers
o High social status
o Sales people are used as info. sources
3. Early Majority:
o Comprising about 34 % of the market
o This group is above average in social &
economic measures
o Rely on ads, sales person & contact with early
adopters
19. 4. Late Majority :
o Representing about 34 % of the market
o Adopt an innovation to save money or in
response to social pressure from their peers
o Rely on members of the early & late majorities
as source of info.
5. Laggards:
o Comprising about 16 % of the market
o Last to adopt an innovation
o Older & usually are at the low end of the social
& economic scales
Editor's Notes
Customer satisfaction is a part of qualitative pillar of TQM. It is dynamic in nature and is subjective concept because it varies from person to person. Customer satisfaction has become one of the most integral or essential part of any business. In today's market, companies look at it as their business strategies or as their business requirement. In this lecture we will study some basic concepts of customer satisfaction and different methodologies that have been evolved over a period of time.