Excellence by customer service CONVERT

Excellence by customer service

05/01/2023

prepared by : Medhat El Sayed_ 2015 1

A change worldtrends in customer environment

OLD NEW

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Service is the difference


Reasons for changing supplier

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4

1% 3% 5%9%

14%

68%

SOMEONE DIEDCHANGE OF LOCATIONOTHER FRIENDSHIPSCOMPETITIONDISSATISFACTION WITH THE PRODUCTINDIFFERENCE BY SOME EMPLOYEES

U .S. news & world report

“Treat your costumers the way you would like to be treaded”

A satisfied customer informs 8 people but an unsatisfied customer informs 25 peopleWith 10 unsatisfied customers: 6 say nothing and switch to

competitors 4 address their complaints

and 2 will remain customers

As 1 dollar is needed to keep a customer, 10 dollars are needed to obtain a customer

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Customer-Driven Organizations

Customer Focus Clear sense of direction Listening to customer Continuous Improvement Improve processes to meet customer needs Employee Involvement Listen to employees Opinions Management Leadership Create customer focus leaders Measurement Overcome barriers to quality improvement

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Customer FocusCustomer Focus is asking the Right Questions:

Who is your customer?What do your customers really want?What do your customers expect?How well are you doing right now ?What are the “best of the best” doing to delight your customers?

prepared by : Medhat El Sayed_ 2015 7 8/13/2015

Recognition

Respect

Reliability

Rapport

Response

Customer expect Basic 5 R’s

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DUTIES & RESPONSIBILITIES OF CUSTOMER SERVICE :-• Subscribe within the Contact Person Team company for determining the feasibility study the project and studying architectural designs of the units of Interior and designs facades and entrances , and all finishing materials inside the units and facilities and public services to achieve the functionality desired and the highest form possible, taking into account the maintenance possibilities later and thus achieve higher It returns possible from the viewpoint of the company's customers• Business customer service begins as soon as the completion of the stage of sale and notified by the Department of the accession of a new sales person to the family of the customers of the company.• Be contacted Messrs customers from the reality of their statements recorded sales department and set a date for the visit of the unit to discuss designs unity, special requests Messrs customers and showcase designs of their units and finishes intended for implementation and review any requests for change contains additional removal or addition , agreed and approved them .


• Interpretation of their applications for graphics executive architectural construction, Drainage and sanitary works ,electricity and details drawings and perspectives if need be to bring the idea and the imagination of the customers to adopt drawings.• count the coast to the drawings in terms of the amendments add or delete to work specifications to the terms of the business and determine the quantities and categories to reach a cost intended for implementation of a comprehensive administrative expenses and profits of the company.• It is then sent drawings and assays discretion of the work of the Department of execution after the financial settlement with client to start implementation.• Is following up the implementation agenda items successively to ensure the functioning of the approved by the client , right direction for implementation.• Upon completion of the work i form Notes to review the presence , accuracy and completeness of implementation are in visit of the client to preview Minutes confined him all notes whether the required repair or required completion.• After finishing the notes through management implementation, i reviewed and ensure compatibility with applications and assets implementation is then connect to the client and arrangement with the financial management to determine delivery of the unit to the customer date where it is the work of the minutes of receipt and work form update customer data and as well as fill out a form you evaluate the performance Company

Features added customer service to work real estate investment 7 f’s :


Facilitate the client deal with someone who specializes at high to meet its needs and reformulated in the image suitable technical check his dreams and do not conflict with the interests of working.

Find a coach on the person dealing with customers of different natures and their habits and culture.

Formation new language dealing version of the product in the public image of him out to suit the customers' requests to achieve the highest rate, may (product production flavored client).

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Fast all actions required of customers : choices , Signature and resolve things

Follow up customers complaints with the all different departments of the company and resolve matters in the logical framework of justice and caring for customers to link them to the company.


Finish work with client without any diffrance between the full requirements of customers and implementation and follow-up to achieve the desired match .

Furthermore , increasing the company's sales increased by using database marketing known as a new sales person is affected by the experience of previous knowledge and friends

Excellence by customer service CONVERT

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