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C USTOMER S ATISFACTION

C USTOMER S ATISFACTION. STANDUPS: Amarjit Singh Garvit Srivastava Jaskaran Singh Kashish Gupta Tulika Singh Varun Sharma. Customer ?. Important people in business. Not dependent on organization - organization depends. Not an interruption but purpose of work.

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C USTOMER S ATISFACTION

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  1. CUSTOMERSATISFACTION STANDUPS: Amarjit Singh Garvit Srivastava Jaskaran Singh Kashish Gupta Tulika Singh Varun Sharma

  2. Customer? • Important people in business. • Not dependent on organization - organization depends. • Not an interruption but purpose of work. • Doing a favor when they seek business but not vice versa. • Life blood of business. • A part of business and not an outsiders. When we talk of an organization at a whole, who exactly is a consumer?

  3. Customer? Inside the Organization like Employees Outside the Organization like People who influence Purchase

  4. What is Customer Satisfaction?

  5. To the Customer? Meeting the Promise of Being Heard Delivering Excellence The Delight Element

  6. To the Producer? Sustainability A Promise of Growth Generous Profits

  7. What all can you do to provide Satisfaction – as a Producer?

  8. Let’s Have a Look!

  9. Let’s Have a Look!

  10. Let’s Have a Look! 10

  11. So you are trying to say that Dissatisfaction is Injurious to Health?

  12. Facts with a Motive! 96% of dissatisfied customers never complain to the business, but 91% will not make return purchases 70-85% of dissatisfaction is due to customer service not product; 68% of customers who stop buying do so because they perceive an employee as discourteous or indifferent Dissatisfied customers on average tell 12 friends of the poor service; satisfied people tell 5 friends (2:1 ratio)

  13. Still think it doesn’t matter? • Well, think again.

  14. What can cause Low Customer Satisfaction?

  15. LOW QUALITY PRODUCT HIGH PRICING Poor Materials Ineffective Marketing Bad Design Cost of Materials Incompetent Employees LOW CUSTOMER SATISFACTION Wrong Answers Long Hold Times Fee Structure POOR SUPPORT

  16. How do I know my Satisfied Consumers? :|

  17. Using • Feedbacks “What is the shortest word in the English language that contains the letters: abcdef? Answer: Feedback Don't forget that feedback is one of the essential elements of good communication.”

  18. But why Feedbacks? To get a scope of improvement… To get in various ideas! To see if your direction is right To know what they think of you.

  19. And how do we exactly go about it?

  20. Use the Tools! Toll free telephone numbers Customer visit Internet- Bulletin Boards. Employee feedback. Comment cards Customer Questionnaire Focus groups These are some of the conventional ways. It depends on one’s creativity to device better and more efficient methods of collecting responses.

  21. Evaluating the Response!

  22. Customer Loyalty Grid! Expected Un - Expected Stated Unstated

  23. Key points to Develop Customer Loyalty! Responsiveness: The availability, accessibility and timeliness of the service. The ability to respond to enquiries and complaints in a timely fashion. Empathy: The degree to which the organization and service personnel understand the individual client Empathy: The degree to which the organization and service personnel understand the individual client Responsiveness: The availability, accessibility and timeliness of the service. The ability to respond to enquiries and complaints in a timely fashion. Tangibles: How the product/service looks to the client, the appearance of personnel and equipment, etc. Reliability Keeping your promise, doing what you said you will do. Doing things right the first time. Assurance Making the customer feel safe in their dealings with you, being thoroughly professional and ethical. Tangibles: How the product/service looks to the client, the appearance of personnel and equipment, etc. Assurance Making the customer feel safe in their dealings with you, being thoroughly professional and ethical. Reliability: Keeping your promise, doing what you said you will do. Doing things right the first time. Responsiveness: The availability, accessibility and timeliness of the service. The ability to respond to enquiries and complaints in a timely fashion. Reliability: Keeping your promise, doing what you said you will do. Doing things right the first time. Assurance: Making the customer feel safe in their dealings with you, being thoroughly professional and ethical. Tangibles: How the product/service looks to the client, the appearance of personnel and equipment, etc. Empathy: The degree to which the organization and service personnel understand the individual client

  24. THANKYOU

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