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Customer Delight
- 1. Customer Delight By:Rudra Narayan Patra
- 4. Types Criminal Basic Expected Desirable Unbelievable
- 7. What determines Customer Satisfaction Customer Satisfaction Perceived Service Expected Service
- 8. Levels of Customer Satisfaction Perceived Service Expected Service Customer Satisfaction Much Better than expected As expected Worse/Different than expected Delighted * Satisfied Dissatisfied Loyal Vulnerable Walk & Talk
- 15. Points to ponder on … 1. The Customer will never be wrong. 2. If the Customer is found to be wrong, it must be that I have seen it wrongly. 3. If I have not seen it wrongly, it must be my fault that the Customer is wrong. 4. If the Customer is wrong and he does not admit it, then I must be wrong. 5. If the Customer does not admit that he is wrong and I insist that he is wrong, then I am wrong. 6. No matter what, the customer will never be wrong, this statement will never be wrong.