2. A change world
trends in customer environment
OLD NEW
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3. Service is the difference
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4. Reasons for changing supplier
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4
1%
3% 5%
9%
14%
68%
SOMEONE DIED
CHANGE OF LOCATION
OTHER FRIENDSHIPS
COMPETITION
DISSATISFACTION WITH THE PRODUCT
INDIFFERENCE BY SOME EMPLOYEES
U .S. news & world report
5. “Treat your
costumers the
way you would
like to be
treaded”
A satisfied customer
informs 8 people but an
unsatisfied customer
informs 25 people
With 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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6. 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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7. Customer Focus
Customer 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
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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 .
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• 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
11. Features added customer service to
work real estate investment 7 f’s :
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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.
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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
