1. Presented By: Sunil Pandey

3. Internal Customers
 Customers inside the
company.
 Every person in the
process.
 Each department is
customer of another.
External Customers
 Who uses the product.
 Who purchases the
product.
 Who influences the sale
of product.

5. ORGANIZATIONAL HIERARCHIAL
DIAGRAM

14. CUSTOMER COMPLAINTS
 Satisfied customer contributes 2.6 times as a satisfied
customer.
 Satisfied customer contributes 17 times as a dissatisfied
customer.
 A Dissatisfied customer decreases 1.8 times of a totally
satisfied customer.
 Dissatisfied customer should be reduced.
 Therefore feedback and suggestions should be monitored.

23. WHY CUSTOMER FEEDBACK
 Discover customer dissatisfaction.
 Identify customer needs.
 Discover priorities of Quality.
 Compare performance with the competition.
 Determine opportunities for improvement.

24. TOOLS FOR COLLECTING CUSTOMER
COMPLAINTS
 Comment cards - attached to warranty card.
 Customer Questionnaire - survey –mail/e-mail/ telephone.
 Focus groups – customer meeting/ discussions.
 Toll free telephone numbers Customer visit.
 Internet- Bulletin Boards.
 Employee feedback

25. SERVICE QUALITY / CUSTOMER
SERVICE
Set of activities an org uses to satisfy
customers.
BEFORE / DURING / AFTER THE SALE.

26. ORGANIZATION
 Identify each market segment.
 Write down the requirements.
 Communicate the requirements.
 Organize processes.
 Organize physical spaces.

27. CUSTOMER CARE
 Meet the customer’s expectations.
 Get the customers point of view.
 Deliver what is promised.
 Make the customer feel valued.
 Respond to all complaints.
 Over-respond to the customer.
 Provide a clean and comfortable customer reception area.

28. COMMUNICATION
Optimize the swap between time and personal
attention.
Minimize the number of contact points.
Provide pleasant, knowledgeable and enthusiastic
employees.
Write documents in customer friendly language.

29. LEADERSHIP
Lead by Example.
Listen to the frontline people.
Strive for the continuous process
improvement.

30. CUSTOMER RETENTION
 Process of retaining the existing customers.
 Customer retention is powerful than customer
satisfaction.
Research
 60% revenue- existing customer
 96% customer don’t complaint- but share with others.
 91% unhappy customer- never purchase goods again.
 82-95% customer retain if responded properly.
 It costs 5 times to attract a new customer.