To bring about consistency in meeting and exceeding customer needs and thereby providing ‘Raving Fans Service’

1. Welcome to a session on…

2. by NONVERBALS  CONSULTING

3. Session Objective NonVerbals   To bring about consistency in meeting and exceeding customer needs and thereby providing ‘Raving Fans Service’

4. A Definition NonVerbals   Raving Fans Customer Satisfaction V S

5. NonVerbals   Customer Satisfaction: Meeting with Customer’s requirements

6. NonVerbals   Raving Fans: Owning of Customers

7. 3 Secrets towards creating Raving Fans NonVerbals  

8. DECIDE DISCOVER DELIVER D D D NonVerbals  

9. 1 st Secret Decide what you want NonVerbals  

10. Follow thru: Create a Vision of Perfection (centered around the customer) NonVerbals  

11. Ask Yourself: what is actually happening? See where the bumps & the warts are NonVerbals  

12. An Assignment: THE CYCLE OF SERVICE CHART NonVerbals   A circular “clock-face” chart showing the sequence of interactions encountered by the customer in any complete service delivery experience

13. M.O.T - A Definition A “Moment of Truth” occurs anytime & every time the customer comes in contact with some aspect of the organization and uses that opportunity to judge the quality of service the organization is providing” NonVerbals  

14. 2 nd Secret Discover what the customer wants NonVerbals  

15. Define your customer NonVerbals   Who are the customers ? Anybody who touch your product or service. What do customers really want? They may say one thing and mean another thing. Your vision should include every single customer’s vision.

17. NonVerbals   3 rd Secret Deliver + 1

18. NonVerbals   3 rd Secret The Magical Secret Deliver the vision plus 1 (%)

21. NonVerbals   3 rd Secret Customer Service is People & People

24. NonVerbals   Success is directly proportional to IMPLEMENTATION

25. NONVERBALS CONSULTING Cell: +91.99000.09796 DictaScript Inc. #12/7, 3rd Floor, ShamRao Compound, Mission Road Bangalore 560027. INDIA. Tel: +91.80.4113.1507 | Fax: +91.80.2663.6732 hi@nonverbals.com | nonverbals@gmail.com | www.nonverbals.com