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“WHAT YOUR CLIENT HAS TO SAY…” V Y Wong Tuaran Beach Resort 8 December 2006

“WHAT YOUR CLIENT HAS TO SAY…” V Y Wong Tuaran Beach Resort 8 December 2006. “What your client has to say…”. ARGH!. #$@%&. MAMA. No Comment. Who are your clients?. Know your customers. External. PNS. Operasi sistem. JPKN. Know your customers/ JPKN. Internal. Pembangunan.

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“WHAT YOUR CLIENT HAS TO SAY…” V Y Wong Tuaran Beach Resort 8 December 2006

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  1. “WHAT YOUR CLIENT HAS TO SAY…” • V Y Wong • Tuaran Beach Resort • 8 December 2006

  2. “What your client has to say…” ARGH! #$@%& MAMA No Comment

  3. Who are your clients?

  4. Know your customers

  5. External PNS Operasi sistem JPKN Know your customers/ JPKN • Internal Pembangunan Latihan & Peny. Kumpulan Sokongan IT

  6. External Rujukan PNS Know your customers/ PNS • Internal Katalog Children Perolehan Students BIS Professional

  7. Know your customer How they work Their business Their customers Their industry How they measure critical success factors

  8. Know what your customers want • “I want it fast, I want it here and I want it now” • You have to know what they want, why they want it, where they want it and when they want it and how they want it ….

  9. Library • More (up to date)books • Easy return of books • Conducive environment • Excellent service • Simple rules • No fines • Longer opening hours 24/7

  10. Library: Opening hours 9.00 am – 12.45 pm 2.00 pm – 04.15 pm 9.00 am – 5.00 pm Saturday & Sunday: OPEN 9.00 am – 9.00 pm

  11. JPKN • Connecivity • More powerful pcs • More features • More IT support • Higher broadband • Friendly service • Fast service • Computerised systems …

  12. Know your customers • The more you know about your customers and their needs, the better you can serve them…

  13. How to find out what your customer wants? ? ? ? ?

  14. Feedback system • Front liners • Suggestion Box • Hotline • Questionnaires • Evaluation Forms • E-mail address • Websites • Survey Channel to solicit & receive feedback

  15. What if… You do not have a proper channel to solicit and receive feedbacks?

  16. Hotline

  17. When you get feedback from your customers • COMPLIMENTS • Points out what to reinforce and continue…

  18. More loyal Tell their friends about U Come more often Spend more money Delighted clients

  19. Delighted clients $$$ Higher Profits Increased sales More Biz

  20. When you get feedback from your customers • COMPLAINTS • Highlight areas for improvement • Help you see where your products and service are below par • Highlight staff who needs more training or re-training • Identify weak links in your system or procedures

  21. Leaves in a hurry Cancel orders Tell negative stories about U Angry Clients!

  22. What your client has to say… • When customers give you feedbacks… • You welcome them • You thank them Feedback comes in letters, e-mail, telephone calls, face-to face…

  23. Feedback system • Front liners • Suggestion Box • Hotline • Questionnaires • Evaluation Forms • E-mail address • Websites • Survey

  24. Conclusion:Make sure you… • Listen to your customers! • Listen to what they have to say….. • Understand their needs • Meet their requirement • Delight them

  25. Your organisation…selfaudit • Easy to do business with? • People friendly? • Easily contacted? • Have trained staff? • Have skilled and highly motivated staff? • Your delivery system…effective?

  26. Make it easy to do business with you that it is not worth your customer’s time to do business with anyone else.

  27. Terima kasih

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