The document discusses the art of customer delight. It defines customer satisfaction as fulfilling desires and expectations, while customer delight provides great pleasure or joy. Customer loyalty stems from feelings of allegiance. The value of customers is that they are not dependent on businesses, but rather businesses are dependent on customers. Nine ways to delight customers are discussed, including providing an effortless experience, delivering on promises, being on time, building trust and confidence, negotiating to win-win solutions, appreciating and thanking customers, apologizing for mistakes, building relationships, and involving customers to evaluate and improve.

1. The Art of
Customer Delight
By Team Sankalp

2. Customer Delight ?

3. Customer Delight Vs
Satisfaction
Satisfaction:- The contentment one feels when one has
fulfilled a desire, need or expectation.
Delight:- Is to give great pleasure or joy
Loyalty:- Is having feeling of allegiance.
Value of Customer
“A customer is a most important visitor on our premises. He is not
dependent upon us... We are dependent upon him. He is not an
interruption on work...he is the purpose of it. He is not an outsider to our
business, he is a part of it. We are not doing him a favor by serving him…
But he is doing us a favor by giving us an opportunity to do it.”
….Mahatma Gandhi

4. 9 ways to Delight
Customers
 Effortless Experience
 Deliver what you
promised.
 On time
 Build Trust and
Confidence
 Negotiate to Win-win
 Appreciate and
Thank-you
 Apologize for
mistakes.
 Building
Relationship.
 Involve to Evaluate &
Improve.

5. Effortless Experience
 Customer is King in any business so always handle the
customer problems quickly & smoothly.
 Be a keen & attentive Listener while communicating with
the customer
 Put 100% Efforts in understanding the customer needs.
 Be clear about what is needed – What, How, why, when,
where.
 Try speaking to the point by avoiding repeated
questions.
 Quick decision making should be there.
 Give a valid response to any mail or telephonic enquiry
in time.

6. Deliver what you
Promised
 The simplest way to satisfy customer is to deliver what
we promised them as per their requirements.
 Do not make fake promises.
 Product/Service should be simple to use. Not much
complex.
 Achieve high expectations in a simple & feasible way.
 Give better suggestion from our side to improve the
product and it should be Bug Free with high speed
Performance.
 Provide effective solution in a competitive price and less
time.

7. On Time
 Be prompt because late delivery & late responses causes
customer dissatisfaction
 Understand the customer’s top priorities in requirements
and focus on them.
 Schedule Projects in Milestone or Phase wise so that they
are completed in time.
 Keeping customer’s pre informed about the dates.
 If dates are revised or re-scheduled then pre-inform the
same to the customer with valid reason.

8. Build Trust and
Confidence
 Build Trust by honesty & integrity.
 Help your customers-Help them by educating
them!
 Keep the customer plans confidential & assure
the same.
 Treat customers with respect & personal
attention.

9. Negotiate to Win-Win
 Being Agile- Being fast, adaptive, creating a
leading change for achieving the goal.
 Negotiable rules- When the business becomes of
Rules & Policies, brand starts losing happy
Customers. So the rules & policies should be
negotiable to keep the customer happy.

10. Appreciate and
Thank-you
 Appreciating & Thanking the client wherever
required.
 Recognize/Appreciate your immediate
Providers/Customers. (It can be profiles from
organizations too)
 Reward the Loyal customers- Rewarding them
with non-financial gifts.
 Thank you note-For Inputs received, payments
received etc.
 Welcome Package for New Customers

11. Apologize for Mistakes
 Apologize if you are wrong with some smart answers.
 No matter what, the customer is never wrong. Don’t
prove that they are wrong, even though it is the fact.
 Be thankful for customers who complain. You still
have the opportunity to make them happy.
 Apologizing does not always mean that you are wrong
and other person is right, it just means that you value
your relationship more than your ego.

12. Building Relationship
 Treat every client like an honored guest.
 A welcome back note to the repeated customers.
 Birthday Phone calls or messages. (Hand written
preferred instead of an image as attachment)
 Keep in touch- Ask the customer about their
business and wellbeing.

13. Involve to Evaluate
& Improve
 Customer engagement is very essential for successful project
delivery. So involve customers to evaluate and take feedback
from them.
 Perform Customer Expectation Survey (CES).
 Priorities should be in terms of soft expectations apart from
the contractual commitment
 Prepare an Action Taken Report (ATR) for CSS (customer
satisfaction Survey) ratings below the target
 Share the ATR with customer, track the actions to closure
 Identify the causes of dissatisfaction
 Discuss the actions with the customer
 Inform the customer about the progress and also improve our
process

14. Thank You ...
We hope that you have understood the Art of
Customer Delight.
Do practice !!!! Share your Feedback &
Experiences with Everyone @Sankalp.