We want to create a WOW!

1. Customer orientation
Improvment Customer orientation CCV
A product or service is determined on the whole of tangible or intangible goods and
benefits of the product selection through production development to ease on the phone,
which may WOW effect and is only in the whole creation -> SOLVE -> SUPRISE and last
of all -> SMILE!
Approximately 70% of customers migrate due to lack of quality and poor personal care
from 30% due to poor product quality or high price.
- 94% of dissatisfied customers migrate without protesting before.
- Dissatisfied Customer damage the image.
- New customer acquisition is at least five times much expensive as master customer
care.
With dissatisfied customers we can’t earn money.
Today's customer is spoiled. He expects everything and excuses nothing. Those who do
not admits it has not offered enough Let's assume that our customers do not dumber
than us. So he will soon find out if it receives the appropriate value for their money.
See our business through the eyes of the customer

2. We can do :
Customer orientation through authenticity and honesty
Authenticity means authenticity, integrity in the self-image of the company, its products
and services and compliance with the corporate culture. This includes a minimum of
honesty with information about the products, prices and quality.
Of course, the authenticity of the seller is one of them, he should be an actor and set
neither plated nor arrogant posturing facade exemplary commitment to the day.
Congruence with the customer-oriented sales means that statements made and promises
about the products in reality prove.
The ultimate goal of a successful long-term competitive company and its employees,
must be the customer satisfaction and or the product quality.
There are four grades are distinguished:
Basic Quality – what customer demand
Anticipation quality characterized by Price and Image
Surprise Quality WOW – not what customer expect
Internal complaint demand

3. Processing
Time does 75% of the complaints
for over one working day
87%
Board duration 5 days should not be exceeded 92%
Confirmation of receipt
on the same day receipt confirmation
with contact persons and date commitment
98%
Intermediate notice
with complaints, the handling takes longer
than 5 days, interim reply on day 5
79%
Escalation process
There should step inside no complaints
in the escalation process
94%
- Processing Time does 75% of the complaints for over one working day
-Board Duration 5 days should not be exceeded
-Acknowledgment of receipt on the same day receipt confirmation with contact persons
and date commitment
-Intermediate notice with complaints, the handling takes longer than 5 days, interim
reply on day 5
-Escalation Process There should step inside no complaints in the escalation process
To include, for example, service or good accessibility and stable products even
mandatory to be a prerequisite in a customer-oriented company;
Customer satisfaction is defined by the quality of a service or product and the optional
service package of the service provider.
It will define the internal processing steps and responsibilities, which are necessary for
dealing with a complaint.
There should be as many dissatisfied customers recognize potential for improvement
when companies complain, characterized blank.
Analyze all the information (qualitative, quantitative), which are present in customer
complaints.
Customer loyalty is a system of activities to improve the transaction happening on the basis of
positive customer settings and the resulting Readiness for subsequent purchases.
Suggestion for complaint management
provide 200% job which competence have the appeal of A - Z edit, sits down directly in
conjunction with internal bodies and the solution, of course, after consultation discusses
with the relevant departments, with the customer. A complaint must be done within 5
working days or be working on a solution proposal.
Direct e-mail address so that the complaint does not pass through different departments
(time gain).
Direct phone number so that here not different departments are involved.