Customer Focus

Vijayagopal

objectives

Customer relations Satisfaction Expectations Delight Retention And further?

Customer

Self – awareness

Internal– organisation

External – Sales and services

Ten commandments

Ask and give them again and again Put systems into place Under promise – Over deliver Positive response People partnering Face the reality People in place Innovate Get the man right SMART objective

Ask and give them again and again

Once a customer always a customer Don’t guess what they want Make them feel cofortable Try to get 100% response Questions Don’t pester them Important areas

Put systems into place

People may err not the systems Cake and the icing Values and rules Outside in Coach people What can go wrong? prevention

Under promise – Over deliver

Build cushion Time & money Contingency planning Value addition Benefits & fatures Integrity Ambassodor of the firm Intentions and actions clarity

Positive response

Yes, I will do it!! Yes, No, may be! Stretch Go the extra mile Words and actions Empathy A little more please!

People partnering

Human Capital Customer and the Employees are partners Emotional bank account Relationships People as assets Make them feel important Accept them as they are Appreciate and adjust the differences

Face the reality

High standards Set things right Dead rat Doing things right and fast Let them talk Learn to listen Make it easy to complain Admit apologize

People in place

Right task to the right person Who is more important Inspire people Transformational leadership Delegate except thanks Think win-win Discuss not argue Be grateful – Don expect it!!

Innovate

How the best do it? Dare to dream Borrow ideas Ichiban

Get the man right

Passion for excellence Ask questions Listen to understand Soft but enthusiastic Proactivity No excuses Desire to gain I can attitude Attitude

SMART

Specific Measurable Achievable Realistic Time bound

Delight

Instantly notices The added value Small, fleeting, short Complaints and redressal Unexpected values Human values

Perception

Reliability Responsiveness Assurance Empathy Tangibles feelings