Customer is the king, this is what we have been hearing even before entering the corporate world.
your business not only depend on customers but primarily how much is he level of your customers satisfaction.
The presentation cover all aspects of CUSTOMER SATISFACTION.
2. # The Customer is the King.
# Quality is what customer wants.
#TQMâs purpose is meeting customer
expectations.
# Customer satisfaction must be the
primary goal of any organization.
Therefore Every employee should
understand the importance of customer.
3. WHO ARE THE CUSTOMERS?
ïŒ Important people in business.
ïŒ Not dependent on org. organization
depends.
ïŒ Not interruption but purpose of work.
ïŒ Doing a favour when they seek business
but not vice versa.
ïŒ Life blood of business.
ïŒ A part of business, not outsiders.
4. TYPES OF CUSTOMERS
Two Types
âą Internal customers
âą External customers
Internal Customers
âą Customers inside the company.
âą Every person in the process.
âą Each dept is customer of another.
5. External Customer
âą Who uses the product
âą Who purchases the product
âą Who influences the sale of product
CUSTOMER PERCEPTION OF QUALITY
Quality is what customer perceives to be.
Customer change their needs
6. ïź Quality is what customer perceives to be.
ïź customer needs goes on changes
ïź Quality level needs are to be improved
accordingly.
ïź ASQ survey ranked six customer
perceptions.
7. 1. Performance
ïŒ Fitness for use
ïŒ Product/ service is ready for use.
ïŒ Availability
ïŒ Reliability
ïŒ Maintainability
2. Features
ïŒ Secondary character
ïŒ Extra facilities
8. 3. Service
ïŒ Provide the service at right time, even
though the customer donât complaint.
4. Warranty
ïŒ Represents a promise of a quality product.
ïŒ Force the org to focus on customer needs.
ïŒ Forces the org to correct the action system.
ïŒ It attracts and build the market
9. 5. Price
ïŒ Nowadays customer is ready to give high
price towards Quality.
ïŒ Expects to get good product in lower price.
ïŒ Customerâs perception of value is
continuously changing.
ïŒ To Succeed the org should identify, verify
the perception of value.
10. ïź 6. Reputation
ïŒ Customer wills to buy product from a known
company.
ïŒ Reputation brings market to the Org.
ïŒ So org should strive for customer for life.
11. Û Satisfied customer contributes 2.6 times
as a satisfied customer.
Û Satisfied customer contributes 17 times
as a dissatisfied customer.
Û A Dissatisfied customer decreases 1.8
times of a totally satisfied customer.
Û Dissatisfied customer should be reduced.
Therefore feedback and suggestions
should be monitored.
12. â Discover customer dissatisfaction
â Identify customer needs
â Discover priorities of Quality
â Compare performance with the competition.
â Determine opportunities for improvement.
14. ï Set of activities an org uses to satisfy
customers.
ï BEFORE / DURING / AFTER THE SALE.
Elements of Customer service
Jacques Horvitz and Chan Cudennec-poon ~25
elements of customer service
15. ORGANIZATION
1.identify each market segment.
2.Write down the requirements.
3.Communicate the
requirements.
4.Organize processes.
5. organize physical spaces.
16. CUSTOMER CARE
1. Meet the customerâs expectations.
2. Get the customers point of view.
3. Deliver what is promised.
4. Make the customer feel valued.
5. Respond to all complaints.
6. Over-respond to the customer.
7. Provide a clean and comfortable
customer reception area.
17. COMMUNICATION
1. Optimize the swap between time
and personal attention.
2. Minimize the number of contact
points.
3. Provide pleasant, knowledgeable
and enthusiastic employees.
4. Write documents in customer
friendly language.
18. FRONT LINE PEOPLE
1. Optimize the swap between time
and personal attention.
2. Minimize the number of contact
points.
3. Provide pleasant,
knowledgeable and enthusiastic
employees.
4. Write documents in customer
20. CUSTOMER RETENTION
ï§ Process of retaining the existing customers.
ï§ Customer retention is powerful than customer
satisfaction.
Research
ïŒ 60% revenue- existing customer
ïŒ 96% customer donât complaint- but share with others.
ïŒ 91% unhappy customer- never purchase goods again.
ïŒ 82-95% customer retain if responded properly.
ïŒ It costs 5 times to attract a new customer.
21. THANK YOU
Dr. Sunil K. Longani
Email: mantrgsystems@gmail.com
Mobile: 9810034328
Website: www.mantrg.com