CUSTOMERCUSTOMERSATISFACTIOSATISFACTIO

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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.

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

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.

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,

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.

People who provide good customer service earn psychological benefits in addition to any rewards offered by their organizations.

THE BEST REASONTO GIVE GOOD SERVICE

IS THAT IT MAKES YOU FEEL BETTER

THE BEST REASONTO GIVE GOOD SERVICE

IS THAT IT MAKES YOU FEEL BETTER

CUSTOMER SATISFACTIONCustomer 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 existingThe 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.

THE FRONT LINE TEAMMAKES ALL THE DIFFERENCE

The customer game is ultimately won or lost on the

front lines.

The front line teamis the company in the

customer's eyes.

Building customerloyalty

Building customerloyalty

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.

Exceeding expectations is the

single most powerful wayto build customer

loyalty.

Exceeding expectations is the

single most powerful wayto 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?

ALWAYSALWAYSUNDERPROMIS ANDUNDERPROMIS AND

OVER DELIVEROVER DELIVER

Satisfaction / Dissatisfaction

Satisfactionlevel

Need

Need Met

Beyond satisfaction zone

Dissatisfactionzone

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