Customer satisfaction is important for businesses. It involves meeting or exceeding customer expectations to gain loyalty. Some key aspects of customer satisfaction include being prompt in responses, fixing problems quickly without delay, communicating effectively with passion and empathy, and going above and beyond to delight customers. Maintaining high customer satisfaction requires focus, urgency and a positive attitude from employees.

1. Customer Satisfaction In tough times, it's harder and even more important to keep our customers happy Munish Malhautra

4. Customer Satisfaction is…. Getting what you want by Giving others what they want.

6. Think & Focus Prompt Fix the Problem Smile & Enjoy Patience Communicate Emotions and Passion Fearless References Urgency competitor Positive Attitude

7. Think and Focus Living with customers Dealing with customers Working with customers

8. Understand the need.

11. Your most unhappy customers are your greatest source of learning

12. Be prompt

13. Even your most loyal customers would probably get frustrated at slow RESPONSE . Avoid Procrastination

14. Have a sense of URGENCY ! When you “eat that frog” 1 st thing in the morning….the rest of the day is easy. If everything else is equal, customers will give their business to the company with the best responsive customer service

15. Microsoft may have the largest market share, BUT Apple is #1 most admired company for last 5 years.

16. Work on References Given two companies with the same expertise, the customer is more likely to choose the one that comes with a recommendation from another customer . .

17. Know Your COMPETITORS

19. Is Customer Service Expensive? OR Is Customer Service Free?

20. A night in the Presidential suite…surely

21. Rave Party….definitely

22. Does this cost anything?

23. Positive attitude = Customer Satisfaction

24. UNLESS YOU HAVE 100% CUSTOMER SATISFACTION, YOU MUST IMPROVE HOWARD SCHULTZ

25. Think & Focus Prompt Fix the Problem Smile & Enjoy Patience Communicate Emotions and Passion Fearless References Urgency competitor Positive Attitude

27. Be Emotional about your Customer.

28. Emotions are stronger than logic & reason

29. Communicate constantly People don’t want to communicate with an organization or a computer. They want to talk to a real, live, responsive, responsible person who will listen and help them get satisfaction

30. Be Fearless

31. Question: Should my perception of Virgin as an employee be any different from that of a customer ? No! If you don’t believe in it, it won’t ever happen !

32. Don’t get frustrated with customers

33. Don’t take customer issues at home

34. ask for

35. From your COLLEAGUES There is a lot of information in house

36. Document Critical Information Remember to INCOMPLETE INFORMATION NORMALLY LEADS TO CUSTOMER ISSUES

37. FIX THE PROBLEM…. DON’T LEAVE IT OPEN An open problem today becomes “THE FROG” next day

38. Keep Smiling, Have confidence in yourself

39. and a good attitude…

40. COMMIT on your promises Customers will remember when you make a promise, so always deliver what you say you will .

41. Have But remain FIRM.

42. Use the words Sorry & ThankU

43. Go the extra mile… DELIGHT YOUR CUSTOMER Always

45. Think & Focus Prompt Fix the Problem Smile & Enjoy Patience Communicate Emotions and Passion Fearless References Urgency competitor Positive Attitude

47. UK consultant says “deliver satisfaction , think “devotion”......

48. ‘ devoted’ customers?

49. not ‘satisfied’ customers

50. not even ‘delighted’ customers

51. why?

52. 86 % of defectors express satisfaction with the previous supplier

53. so

54. deliver ‘satisfaction’ think ‘devotion’