2. Definition:
What is the meaning of
the word
CUSTOMER?
* He is the person (or the group of persons)
who has a need and want to satisfy
this need.
3. WHO ARE YOUR CUSTOMERS?
Internal customers are those people,
departments, or organizations served by
what we do.
External customers are those people who
are the end users of our organization's
product or services. They place orders and
pay money to receive value from the goods
and services we offer.
EVERYBODY HAS CUSTOMERSEVERYBODY HAS CUSTOMERS
4. Generally these customers have a choice. If
they don't like what you offer or the way you
offer it, they can go elsewhere for similar
goods or services. When they do you and
your organization suffer.
Satisfied customers create profits.
Profits, in turn create organizational
success and the ability to pay employees.
5. Customer CareCustomer Care
We have to give our customers our full support
and enthusiasm.
Do our best to satisfy his expectations and make
him feel we are interested in serving him.
Why Give Good Service if The Customer
Has No Choice But to Deal With You?
Why Give Good Service if The Customer
Has No Choice But to Deal With You?
In some situations, you may provide a service
customers can't get elsewhere (e.g. .... internal
customers). This brings up the question,
6. As customers come to expect that they are going to be
treated poorly, they in fact will begin to treat you
poorly (in "self-defense"). When you attacked, you will
fight back and the stress on both of you mounts.
Some results of this stress on employees and the
organization are:
* increased stress related illness.
* increased absenteeism and higher turnover.
* increased difficulty in attracting good employees.
* negative public view of the organization.
* lower sense of pride in organization.
* increased defensiveness in employees, which can lead to
even more stress.
7. People who provide good customer service
earn psychological benefits in addition to
any rewards offered by their
organizations.
THE BEST REASON
TO GIVE GOOD SERVICE
IS THAT IT MAKES YOU FEEL BETTER
THE BEST REASON
TO GIVE GOOD SERVICE
IS THAT IT MAKES YOU FEEL BETTER
8. CUSTOMER SATISFACTION
Customer satisfaction is like an election held
everyday, and the people vote with their feet.
If dissatisfied, they walk to your competitor.
Most of us accept the idea that
The customer is our reason for existing
The customer always being right
The customer is the boss
The real challenge lies in translating these
slogans into actions that convey these
feelings and beliefs to the customer.
The real challenge lies in translating these
slogans into actions that convey these
feelings and beliefs to the customer.
9. THE FRONT LINE TEAM
MAKES ALL THE DIFFERENCE
The customer game is
ultimately won or lost on the
front lines.
The front line team
is the company in the
customer's eyes.
10. Building customer
loyalty
Building customer
loyalty
A loyal customer is a step above a satisfied
customer.
A loyal customer always come back and do
business with us, while
A satisfied customer may or may not come
back.
11. Exceeding expectations is
the
single most powerful way
to build customer
loyalty.
Exceeding expectations is
the
single most powerful way
to build customer
loyalty.
Constantly look for ways you can give
customers a little more than they expect.
What can you do to exceed your
customer’s expectations?
What can you do to exceed your
customer’s expectations?
14. From your Personal
Life
Need
Need Met
Over satisfaction
Dissatisfaction
Tell three different interactions that each
of them ended up with one of the three
possible situations …!
Unhappy HappyNeutral
