The document discusses developing customer focus. It outlines that customers are vital to any organization's success and their expectations include having questions answered, problems solved, and ideas shared in a timely manner. The goals for meeting customer expectations are to treat them well, satisfy their needs, and make them feel valued. Customers expect high quality, fair priced, clean, and safe products and services. Building good customer relationships and maintaining customer loyalty are also discussed.

1. Developing Customer Focus

2. Khawaja Suleman
Zeenat Irshad
Sana Nawaz
Shakeel Shahid
GROUP
MEMBERS

3. Developing Customer Focus
Outlines
 Customer
 Customer expectations
 Goals
 Quality
 Reliability
 Quality
 Recognition
 Relationship
 Problems

4. Customer are vital to the success of any organization,
regarding of its purpose.
The word customer drive from the word “Habit”.
Without customer:
1.No Business
2.No Profit
3.No Livelihood

5. Customer expect you to answer their
questions.
Customer expect you to solve their
problems.
Share product’s ideas.
They expect to do all of this in a
timely fashion.

6.  The goals to meet with the customer expectations are as
follows;
 To treat each customer as you would like to be treated.
 To make every efforts to satisfy the customer’s needs.
 Do your best to make each customer feel valued.

7. Customer expect?
All customer expect products and services that are high
quality, fairly priced, clean and safe.
Some businesses sell tangible items and other businesses
deal in intangible items:
 Tangible items (touched items e.g. pairs of jeans and
HDTV)
 Intangible items (cannot seen, touched e.g. customer hire
plumper for repairing and insurance agencies sell
services)

8. Customer expect?
 To the custom, reliability refers to the ability to supply
what was promised in a dependable, efficient, and timely
manner.
 To the customer, the reliability is three folds:
 1.The business commitment.
 2.The common commitment.
 3.Parsonal promise.

9. Customer expect?
 Customer expect responsive action in a timely fashion.
 Many businesses that have built their reputation on fast
services.
 For example: McDonald’s, FedEx and Lens Crafters.
 Uncertainty is an aspect of timeliness that causes
customer dissatisfaction.

10. When I Am A Customer I want….
To be taken seriously.
To be kept informed.
To be listened to.
Friendliness.
Feedback.
Respect.
Honesty.
Empathy.

11.  Each customer has unique needs and
expectations.
 Customers expects you to
understands their situation and
respond accordingly.
 Customer expect personal attention
who listen their problems and solve
them.
 The ability to look at situations
through the eyes of others and
understand another persons emotions
and feelings.

12.  Customer expect to be noticed.
 Nothing makes someone feel more important than when you
recall his or her name.
 Remembering a customer’s name requires work on your part.
 The safest advice, you and customer already know reach
other, address the person as Mr. or Ms.
 If you are introduced to a customer, listen carefully and
repeat the name within the first 60 second of the
introduction.

13. Good Customer Relationship
 Successful businesses are committed to bringing customers
back for more, which is why building good customer
relationship is so important.
 Maintaining good relation mean the difference between
making customers or losing them to the competition.
 Building good relationship is a challenge at time but its does
not need to be difficult.
 Making person feel valued are important steps toward
building good customer relationship.

14. Tips for good relation / Be attentive
 Give the customer your total attention.
 Look the customer and smile.
 Ask how you can be of help.
 Focus more on listening than talking.

15.  Customer expect to you know the features ,advantages and
benefit of your company products and services.
 Product knowledge helps you to meet with the customer’s
needs and find solutions to customer’s problems.
 Learn all that about your company’s products as well as
those of its competitors.
 Read the material provided by manufacturers.
 Talk with experienced employees about the products.
 Read the company polices.

16.  Be polite, patient and positive to every customer.
 Every customer is important and deserves your full
attention.
 Don’t make the mistake of judging customer.
 Hire the employees that meet the expectation of all
customers

17.  You must be truthful and sincere when dealing with
customer.
 “Honesty is best policy". means that you should speaks
truth.
 Make it your policy to be truthful about your products and
services.
 When customer find you to be dishonest, you will lost
their business, respect and truth.

18. Customer Loyalty
 The popular phrase “ customer is always
right” is tossed around a lot.
 Customer may not be always right, but he
deserve always respect.
 If the customer is not right its your job to
manage it so that the customer remains your
customer.
 In some case, the customer’s statement was
incorrect. The product was not defective; the
real problem was the customer’s inability to
assemble the product incorrectly.

19. Dealing with difficult customer
 First, when not all customers want to be friendly or
pleasant.
 Customer are human, and human being can be annoying,
rude, and even abusive.
 When you deal with difficult customer, do not take it
personally.
 Your job is to build good customer relations with all
customers.

20. Types of dealing with difficult customers
There are two types of dealing with difficult customers.
• First, make every effort
to remain calm. By being
calm find a solution that
will satisfy your
customer and resolve the
difficult situation.
Complaining
customers
• Abusive customer who
may threaten or criticize
you and your company.
Your should understand
that the customer is upset
related to the company.
Abusive
customers

21. Telephone effectively
 Its more difficult to deal with customer on telephone.
 You cannot use the gestures and other non verbal cues to
convey your message.
 You can not see the facial expressions and gestures of the
caller.
Happy Expression Sad and tied Expression

22. Answer the call by the third ring
Project a tone that convey confident and attentiveness
Be prepared to take notes
Ask permission before placing a caller on hold
Transfer a call