Customer Satisfaction

Customer Satisfaction

In tough times, it's harder and even more important to keep our customers

happy

Munish Malhautra

When we hear or see the wordCustomer Satisfaction, what comes to

our mind ?• Kya Satisfaction, order uthana hai bas.• My boss, support/marketing deptt and organization

is responsible for that, I am not.• No, only I am responsible for my customer others

are not concerned.• Customer satisfaction is only in service industry not

in IT industry.• Complete the work for customer and he will be

satisfied.

WRONG

Customer Satisfaction is….• A measure of HOW products and services

supplied by a company meet or surpass customer expectation.

• Customer expectation is the needs, wants, and preconceived ideas of a customer about a product or service.

• If customer expectations are met, then customer satisfaction results. T U WANT BY GIVING OTHERS WHAT THEY WANT

Customer Satisfaction is….

Getting what you want by Giving others what they want.

Agenda• To share simple ways of

Customer service/ Customer Care/ Customer Satisfaction/ Customer Delight

Think & Focus

Prompt

Fix the

Problem

Smile & Enjoy

Patience

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Think and Focus

Living with customersDealing with customersWorking with customers

Understand the need.

•Happy customers can spread the word far and wide. In the Internet age, anyone can

broadcast his opinions through blogs, websites and email.

•Unhappy customers won't come back, won't refer you to friends and family, and will spread the word

far and wide, more than happy customers.

Your most unhappy customers areyour greatest source of learning

Be prompt

Even your most loyal customers would probably get frustrated at slow RESPONSE.

Avoid Procrastination

Have a sense of URGENCY!

When you “eat that frog” 1st thing in the morning….the rest of the day is easy.

If everything elseis equal, customerswill give their business to the company with thebest responsive customer service

Microsoft may have the largest market share, BUT Apple is #1 most admired

company for last 5 years.

Work on References

Given two companies with the same expertise, the customer is more likely to choose the one that comes with a recommendation from another customer..

Know Your COMPETITORS

• In the world of Internet Customer Service, it's important to remember your competitor is only one mouse click away.

Doug Warner

Is Customer Service Expensive?

OR

Is Customer Service Free?

A night in the Presidential suite…surely

Rave Party….definitely

Does this cost anything?

Positive attitude = Customer Satisfaction

UNLESS YOU HAVE 100% CUSTOMER SATISFACTION, YOU MUST IMPROVE

HOWARD SCHULTZ

Think & Focus

Prompt

Fix the

Problem

Smile & Enjoy

Patience

Comm

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• 3 most important things you need to measure in business are Customer Satisfaction, Employee Satisfaction and Cash Flow

Jack Welch

Be Emotional about your Customer.

Emotions are stronger than logic & reason

Communicate constantly

People don’t want to communicate with an organization or a computer. They want to talkto a real, live, responsive, responsible person whowill listen and help them get satisfaction

Be Fearless

Question: Should my perception of Virgin as an employee be any different from that of a customer?

No! If you don’t believe in it, it won’t ever happen!

Don’t get frustrated with customers

Don’t take customer issues at home

ask for

From your COLLEAGUES

There is a lot of information in house

Document Critical InformationRemember to

INCOMPLETE INFORMATION NORMALLY LEADS TO CUSTOMER ISSUES

FIX THE PROBLEM….DON’T LEAVE IT OPEN

An open problem today becomes “THE FROG” next day

Keep Smiling, Have confidencein yourself

and a good attitude…

COMMIT on your promises

Customers will remember when you make a promise, so always deliver what you say you will.

Have

But remain FIRM.

Use the words

Sorry & ThankU

Go the extra mile…

DELIGHT YOUR CUSTOMER

Always

Simplicity

Fun

Lead

Learn

Feedback

Push

Together

Enjoy with your customer

Think & Focus

Prompt

Fix the

Problem

Smile & Enjoy

Patience

Comm

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Refe

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The Next Level

UK consultant says “deliver satisfaction , think “devotion”......

‘devoted’ customers?

not ‘satisfied’ customers

not even ‘delighted’ customers

why?

86 % of defectors express satisfaction with the previous

supplier

so

deliver

‘satisfaction’

think ‘devotion’