3. Course Objectives
Learn how to make more money by
focusing on satisfaction rather than profit
Learn how to beat competition by offering
more value instead of lower prices
4. Make this your mission
““Satisfy your customer,Satisfy your customer,
and the profits will takeand the profits will take
care of themselves.”care of themselves.”
5. Business principles
Sell people, not products
Offer quality and value, not low prices
Satisfy the customer, not matter what it takes
Shorten the Trading Cycle
6. Customer Satisfaction is Everyone’s job
It has to be in the minds of all employees every
time they interact with a customer.
7. The Ten Commandments of Customer
Satisfaction (DON’T Commandments):
Never gouge a customer
Never pay a percentage of gross profit
Never say it can’t be fixed
Never over-promise, always over-perform
Never concentrate on profit
8. Always treat a customer as a person
Always give a fair deal
Always take care of the customer at all levels
of management
Always fix it right the first time
Accept getting beaten sometimes
The Ten Commandments of Customer
Satisfaction (DO Commandments):
9. Remember…
““Never cut your prices toNever cut your prices to
boost sales.boost sales.
Instead, increase qualityInstead, increase quality
and value.”and value.”
10. Efficiency
““Satisfying the customer isSatisfying the customer is
one of only two ways toone of only two ways to
success. The second is tosuccess. The second is to
be more efficient than thebe more efficient than the
competitors.”competitors.”
11. Operational Excellence
““Operational ExcellenceOperational Excellence
means providing customersmeans providing customers
withwith reliablereliable products orproducts or
services atservices at competitivecompetitive pricesprices
delivereddelivered with a minimalwith a minimal
amount of inconvenience.”amount of inconvenience.”
14. Why Network?
“Give me a lever long enough and a fulcrum on
which to place it, and I shall move the world”
- Archimedes
15. How to create network opportunities
Friends Birthdays
Social occasions
Volunteer work
Organizing social events (school
colleagues)
Work weak links
16. Self Presentation
Be short
Clearly outline what you are able to do
Use humor when appropriated
Be careful with your look
Look directly to people
Use your hands and body
In one word :
Seduce
18. Final Thought
“Often we do not understand how much
power does a touch, smile, pleasant word,
ability to hear, concern, and sincere
compliment has - these things can change
our life's.”
(Leo Buscaglia)