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Customer Focus Vijayagopal
objectives <ul><li>Customer relations  </li></ul><ul><li>Satisfaction </li></ul><ul><li>Expectations </li></ul><ul><li>Del...
Customer  <ul><li>Self  </li></ul><ul><ul><li>awareness </li></ul></ul><ul><li>Internal </li></ul><ul><ul><li>organisation...
Ten commandments <ul><li>Ask and give them again and again </li></ul><ul><li>Put systems into place </li></ul><ul><li>Unde...
Ask and give them again and again <ul><li>Once a customer always a customer </li></ul><ul><li>Don’t guess what they want <...
Put systems into place <ul><li>People may err not the systems </li></ul><ul><li>Cake and the icing </li></ul><ul><li>Value...
Under promise – Over deliver <ul><li>Build cushion </li></ul><ul><li>Time & money </li></ul><ul><li>Contingency planning <...
Positive response <ul><li>Yes, I will do it!! </li></ul><ul><li>Yes, No, may be! </li></ul><ul><li>Stretch </li></ul><ul><...
People partnering <ul><li>Human Capital </li></ul><ul><li>Customer and the Employees are partners </li></ul><ul><li>Emotio...
Face the reality <ul><li>High standards </li></ul><ul><li>Set things right </li></ul><ul><li>Dead rat </li></ul><ul><li>Do...
People in place <ul><li>Right task to the right person </li></ul><ul><li>Who is more important </li></ul><ul><li>Inspire p...
Innovate <ul><li>How the best do it? </li></ul><ul><li>Dare to dream </li></ul><ul><li>Borrow ideas </li></ul><ul><li>Ichi...
Get the man right <ul><li>Passion for excellence </li></ul><ul><li>Ask questions </li></ul><ul><li>Listen to understand </...
SMART <ul><li>Specific </li></ul><ul><li>Measurable </li></ul><ul><li>Achievable </li></ul><ul><li>Realistic </li></ul><ul...
Delight  <ul><li>Instantly notices  </li></ul><ul><li>The added value </li></ul><ul><li>Small, fleeting, short </li></ul><...
Perception  <ul><li>Reliability </li></ul><ul><li>Responsiveness </li></ul><ul><li>Assurance </li></ul><ul><li>Empathy </l...
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Customer Focus

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Customer Focus

  1. 1. Customer Focus Vijayagopal
  2. 2. objectives <ul><li>Customer relations </li></ul><ul><li>Satisfaction </li></ul><ul><li>Expectations </li></ul><ul><li>Delight </li></ul><ul><li>Retention </li></ul><ul><li>And further? </li></ul>
  3. 3. Customer <ul><li>Self </li></ul><ul><ul><li>awareness </li></ul></ul><ul><li>Internal </li></ul><ul><ul><li>organisation </li></ul></ul><ul><li>External </li></ul><ul><ul><li>Sales and services </li></ul></ul>
  4. 4. Ten commandments <ul><li>Ask and give them again and again </li></ul><ul><li>Put systems into place </li></ul><ul><li>Under promise – Over deliver </li></ul><ul><li>Positive response </li></ul><ul><li>People partnering </li></ul><ul><li>Face the reality </li></ul><ul><li>People in place </li></ul><ul><li>Innovate </li></ul><ul><li>Get the man right </li></ul><ul><li>SMART objective </li></ul>
  5. 5. Ask and give them again and again <ul><li>Once a customer always a customer </li></ul><ul><li>Don’t guess what they want </li></ul><ul><li>Make them feel cofortable </li></ul><ul><li>Try to get 100% response </li></ul><ul><li>Questions </li></ul><ul><li>Don’t pester them </li></ul><ul><li>Important areas </li></ul>
  6. 6. Put systems into place <ul><li>People may err not the systems </li></ul><ul><li>Cake and the icing </li></ul><ul><li>Values and rules </li></ul><ul><li>Outside in </li></ul><ul><li>Coach people </li></ul><ul><li>What can go wrong? </li></ul><ul><li>prevention </li></ul>
  7. 7. Under promise – Over deliver <ul><li>Build cushion </li></ul><ul><li>Time & money </li></ul><ul><li>Contingency planning </li></ul><ul><li>Value addition </li></ul><ul><li>Benefits & fatures </li></ul><ul><li>Integrity </li></ul><ul><li>Ambassodor of the firm </li></ul><ul><li>Intentions and actions </li></ul><ul><li>clarity </li></ul>
  8. 8. Positive response <ul><li>Yes, I will do it!! </li></ul><ul><li>Yes, No, may be! </li></ul><ul><li>Stretch </li></ul><ul><li>Go the extra mile </li></ul><ul><li>Words and actions </li></ul><ul><li>Empathy </li></ul><ul><li>A little more please! </li></ul>
  9. 9. People partnering <ul><li>Human Capital </li></ul><ul><li>Customer and the Employees are partners </li></ul><ul><li>Emotional bank account </li></ul><ul><li>Relationships </li></ul><ul><li>People as assets </li></ul><ul><li>Make them feel important </li></ul><ul><li>Accept them as they are </li></ul><ul><li>Appreciate and adjust the differences </li></ul>
  10. 10. Face the reality <ul><li>High standards </li></ul><ul><li>Set things right </li></ul><ul><li>Dead rat </li></ul><ul><li>Doing things right and fast </li></ul><ul><li>Let them talk </li></ul><ul><li>Learn to listen </li></ul><ul><li>Make it easy to complain </li></ul><ul><li>Admit apologize </li></ul>
  11. 11. People in place <ul><li>Right task to the right person </li></ul><ul><li>Who is more important </li></ul><ul><li>Inspire people </li></ul><ul><li>Transformational leadership </li></ul><ul><li>Delegate except thanks </li></ul><ul><li>Think win-win </li></ul><ul><li>Discuss not argue </li></ul><ul><li>Be grateful – Don expect it!! </li></ul>
  12. 12. Innovate <ul><li>How the best do it? </li></ul><ul><li>Dare to dream </li></ul><ul><li>Borrow ideas </li></ul><ul><li>Ichiban </li></ul>
  13. 13. Get the man right <ul><li>Passion for excellence </li></ul><ul><li>Ask questions </li></ul><ul><li>Listen to understand </li></ul><ul><li>Soft but enthusiastic </li></ul><ul><li>Proactivity </li></ul><ul><li>No excuses </li></ul><ul><li>Desire to gain </li></ul><ul><li>I can attitude </li></ul><ul><li>Attitude </li></ul>
  14. 14. SMART <ul><li>Specific </li></ul><ul><li>Measurable </li></ul><ul><li>Achievable </li></ul><ul><li>Realistic </li></ul><ul><li>Time bound </li></ul>
  15. 15. Delight <ul><li>Instantly notices </li></ul><ul><li>The added value </li></ul><ul><li>Small, fleeting, short </li></ul><ul><li>Complaints and redressal </li></ul><ul><li>Unexpected values </li></ul><ul><li>Human values </li></ul>
  16. 16. Perception <ul><li>Reliability </li></ul><ul><li>Responsiveness </li></ul><ul><li>Assurance </li></ul><ul><li>Empathy </li></ul><ul><li>Tangibles </li></ul><ul><li>feelings </li></ul>

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