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.
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
Service quality and customer satisfaction are integral components of today's customer service world. Both of the attributes are inter-related to each other and combination of which appreciates the efficiency of a process.
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
Service quality and customer satisfaction are integral components of today's customer service world. Both of the attributes are inter-related to each other and combination of which appreciates the efficiency of a process.
Learn about, understand the essential knowledge and skills to manage and provide quality customer service, appreciate the importance of customer service and customer satisfaction, realise the benefit of attracting and retaining customers, utilise specific techniques to enhance long term relationships with customers and enhance customer satisfaction and loyalty and build a customer focused organization.
Understand the importance of the provision of good customer service
Identify customer and organisational needs and expectations in respect of service levels
Introduction to customer care and service Customer care & Service.pptxEndalamaw4
There is only one boss: the customer. And he or she can fire everybody in the company from the chairman down, simply by spending their money somewhere else. (Sam Walton, founder of Wal-Mart)
What does customer mean?
1) A person who buys, especially on a regular basis;
2) A person or a company that buys goods or services. At the end of the day customers are the sole provider of every business—the revenue stream that pays for everything else. You can have the best product, the best accountant, the best management, and so on, but you have nothing without a revenue stream. And the revenue stream is the direct contribution of sales, period. Nothing happens until something is sold.
What is Service?
It is anything of value other than physical goods, which one person or organization provides to another person or organization in exchange for something.
Service is the work of dealing with customers. A service is any act or performance that one party can offer to another that is essentially intangible and does not result in the ownership of anything. It may or may not be tied to a physical product.
A service is an act or performance offered by one party to another. Although the process may be tied to a physical product, the performance is essentially intangible and does not normally result in ownership of any of the factors of production.
Services are economic activities that create value and provide benefits for customers at specific times and places, as a result of bringing about a desired change in—or on behalf of-—the recipient of the service.
A service is a time-perishable, intangible experience performed for a customer acting in the role of a co-producer. Services are deeds, processes, and performances.
Service can be seen simply as those points of interaction between service providers, normally the employees of an operation, and their customers. A broader description would include all the elements that go to make up a complete service package or experience, which might include, as in a hotel, a complete mixture of products and services. The nature of the service act means that operations have a number of particular characteristics that affect their management.
Services are often described in contrast to goods. While the later are tangible items that can be created and then sold or used later, service is intangible and perishable. It is usually created and consumed simultaneously.
Performance is a relative term and its evaluating parameters are different for different people and organisations.
the non performing attributes were identified in our class room interaction in motivation modules
These parameters were always discussed with top management and strategies were developed for individuals development.
Performance is a relative term and its evaluating parameters are different for different people and organisations.
the non performing attributes were identified in our class room interaction in motivation modules
These parameters were always discussed with top management and strategies were developed for individuals development.
This is primarily the out come of small nice knowledgeable episodes, which emerges in class room scenario.
Few pearls of knowledge which are shared among participants time and again
Life will be much easier if applied in day to day work and relationships.
We have been discussingintne success parameters of teams.
But in real life training interventions, we come across so many reasons of team failures because of many inter and intra level cross functional relationships
we discuss the strategies to improve them and follow up with in the organisation.
This is about the strateegies we adopt to save, salvage ur time and use it in a more empowering and productive ways.
The presentation is the result of our many training modules on this subject
Time is an asset and we must use it assiduously and strategically
This was the outcome of our class room turn key process interventions/
These ere the roles, which we identified in our interactions and we were profiling the managers and supervisors on these parameters.
A Proper feed back was prepared for them to implement towards te end of our training.
Both the brain hemispheres,left right are equally importantDr. Sunil K Longani
Both the brain hemispheres,left right are equally important
One is creative and other is so logical, mathematical
one has a activated child in it and other has avery mature adult in it
it is the totality of both which makes us creative, innovative and proactive
The role of communication as one of the most important tool of interpersonal relationships.
the basic fundamentals and pitfalls, which we have to take care for proper exchange of our feelings and ehos.
The data is generated in the class room on real now and here experiences
Fundamental of team work team synergy
Basic principles as were identified in our class room scenario.
Do and don'ts for maintaining high profile successful teams.
Strategies to enhance reviongrote and develop personality
it suggest way to motivate your self and also how to take care of your demotivators.
it touches upon all aspect of body language, verbal and non verbal to be more effective
It touches upon the all aspects of attitude, behavior, norms and values
Participants will learn the qualities central to effective supervision and leadership, including patience, commitment, loyalty, respect and good judgment. Participants will also learn how to give and receive recognition and feedback.
Artificial intelligence (AI) offers new opportunities to radically reinvent the way we do business. This study explores how CEOs and top decision makers around the world are responding to the transformative potential of AI.
Modern Database Management 12th Global Edition by Hoffer solution manual.docxssuserf63bd7
https://qidiantiku.com/solution-manual-for-modern-database-management-12th-global-edition-by-hoffer.shtml
name:Solution manual for Modern Database Management 12th Global Edition by Hoffer
Edition:12th Global Edition
author:by Hoffer
ISBN:ISBN 10: 0133544613 / ISBN 13: 9780133544619
type:solution manual
format:word/zip
All chapter include
Focusing on what leading database practitioners say are the most important aspects to database development, Modern Database Management presents sound pedagogy, and topics that are critical for the practical success of database professionals. The 12th Edition further facilitates learning with illustrations that clarify important concepts and new media resources that make some of the more challenging material more engaging. Also included are general updates and expanded material in the areas undergoing rapid change due to improved managerial practices, database design tools and methodologies, and database technology.
Oprah Winfrey: A Leader in Media, Philanthropy, and Empowerment | CIO Women M...CIOWomenMagazine
This person is none other than Oprah Winfrey, a highly influential figure whose impact extends beyond television. This article will delve into the remarkable life and lasting legacy of Oprah. Her story serves as a reminder of the importance of perseverance, compassion, and firm determination.
The Team Member and Guest Experience - Lead and Take Care of your restaurant team. They are the people closest to and delivering Hospitality to your paying Guests!
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2. # The Customer is the King.
# Quality is what customer wants.
#TQM’s purpose is meeting customer
expectations.
# Customer satisfaction must be the
primary goal of any organization.
Therefore Every employee should
understand the importance of customer.
3. WHO ARE THE CUSTOMERS?
Important people in business.
Not dependent on org. organization
depends.
Not interruption but purpose of work.
Doing a favour when they seek business
but not vice versa.
Life blood of business.
A part of business, not outsiders.
4. TYPES OF CUSTOMERS
Two Types
• Internal customers
• External customers
Internal Customers
• Customers inside the company.
• Every person in the process.
• Each dept is customer of another.
5. External Customer
• Who uses the product
• Who purchases the product
• Who influences the sale of product
CUSTOMER PERCEPTION OF QUALITY
Quality is what customer perceives to be.
Customer change their needs
6. Quality is what customer perceives to be.
customer needs goes on changes
Quality level needs are to be improved
accordingly.
ASQ survey ranked six customer
perceptions.
7. 1. Performance
Fitness for use
Product/ service is ready for use.
Availability
Reliability
Maintainability
2. Features
Secondary character
Extra facilities
8. 3. Service
Provide the service at right time, even
though the customer don’t complaint.
4. Warranty
Represents a promise of a quality product.
Force the org to focus on customer needs.
Forces the org to correct the action system.
It attracts and build the market
9. 5. Price
Nowadays customer is ready to give high
price towards Quality.
Expects to get good product in lower price.
Customer’s perception of value is
continuously changing.
To Succeed the org should identify, verify
the perception of value.
10. 6. Reputation
Customer wills to buy product from a known
company.
Reputation brings market to the Org.
So org should strive for customer for life.
11. ۞ Satisfied customer contributes 2.6 times
as a satisfied customer.
۞ Satisfied customer contributes 17 times
as a dissatisfied customer.
۞ A Dissatisfied customer decreases 1.8
times of a totally satisfied customer.
۞ Dissatisfied customer should be reduced.
Therefore feedback and suggestions
should be monitored.
12. → Discover customer dissatisfaction
→ Identify customer needs
→ Discover priorities of Quality
→ Compare performance with the competition.
→ Determine opportunities for improvement.
14. Set of activities an org uses to satisfy
customers.
BEFORE / DURING / AFTER THE SALE.
Elements of Customer service
Jacques Horvitz and Chan Cudennec-poon ~25
elements of customer service
15. ORGANIZATION
1.identify each market segment.
2.Write down the requirements.
3.Communicate the
requirements.
4.Organize processes.
5. organize physical spaces.
16. CUSTOMER CARE
1. Meet the customer’s expectations.
2. Get the customers point of view.
3. Deliver what is promised.
4. Make the customer feel valued.
5. Respond to all complaints.
6. Over-respond to the customer.
7. Provide a clean and comfortable
customer reception area.
17. COMMUNICATION
1. Optimize the swap between time
and personal attention.
2. Minimize the number of contact
points.
3. Provide pleasant, knowledgeable
and enthusiastic employees.
4. Write documents in customer
friendly language.
18. FRONT LINE PEOPLE
1. Optimize the swap between time
and personal attention.
2. Minimize the number of contact
points.
3. Provide pleasant,
knowledgeable and enthusiastic
employees.
4. Write documents in customer
20. CUSTOMER RETENTION
Process of retaining the existing customers.
Customer retention is powerful than customer
satisfaction.
Research
60% revenue- existing customer
96% customer don’t complaint- but share with others.
91% unhappy customer- never purchase goods again.
82-95% customer retain if responded properly.
It costs 5 times to attract a new customer.
21. THANK YOU
Dr. Sunil K. Longani
Email: mantrgsystems@gmail.com
Mobile: 9810034328
Website: www.mantrg.com