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    The Role of Customer in The Success of

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    Harold
    The document discusses the role of customers in business success. It defines customers as both internal and external individuals. Customers represent value and goals for businesses. Establishing strong customer relationships and service is important through customer relationship management, quality management, and obtaining customer feedback. The three key aspects of customer service are understanding what the customer wants, understanding the service provider's goals, and finding ways to help both parties achieve their objectives.

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    The Role of Customer in The Success of

    Uploaded by

    Harold
    12 views23 pages
    The document discusses the role of customers in business success. It defines customers as both internal and external individuals. Customers represent value and goals for businesses. Establishing strong customer relationships and service is important through customer relationship management, quality management, and obtaining customer feedback. The three key aspects of customer service are understanding what the customer wants, understanding the service provider's goals, and finding ways to help both parties achieve their objectives.

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    The Role of Customer in the Success Of

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    The document discusses the role of customers in business success. It defines customers as both internal and external individuals. Customers represent value and goals for businesses. Establishing strong customer relationships and service is important through customer relationship management, quality management, and obtaining customer feedback. The three key aspects of customer service are understanding what the customer wants, understanding the service provider's goals, and finding ways to help both parties achieve their objectives.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    12 views23 pages

    The Role of Customer in The Success of

    Uploaded by

    Harold
    The document discusses the role of customers in business success. It defines customers as both internal and external individuals. Customers represent value and goals for businesses. Establishing strong customer relationships and service is important through customer relationship management, quality management, and obtaining customer feedback. The three key aspects of customer service are understanding what the customer wants, understanding the service provider's goals, and finding ways to help both parties achieve their objectives.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 23

    THE ROLE OF

    CUSTOMER IN
    THE SUCCESS OF
    BUSINESS
    Prepared by:

    Jomar E. Pineda
    Discuss the role of customers in the success of business
    Discuss organization.

    Define Define who and what are customers.

    LEARNING
    OBJECTIVES
    Understand the aspects of establishing a customer service
    Understand culture.

    Explain Explain the importance of the three customer service prompts.


    WHAT IS CUSTOMER?
    In marketing we tend to use the word
    customer / customers and consumer almost
    interchangeably.
    WHAT IS THE ROLE OF
    CUSTOMERS IN THE
    SUCCESS OF
    BUSINESS?
    CUSTOMER TYPES
    1. In relation to the business:
    a. Internal Customer
    b. External Customer
    CUSTOMER TYPES
    2. In relation to support required:
    a. Novice
    b. Advanced
    c. Talkative
    d. Passive
    e. Special Needs
    f. Demanding
    THE CUSTOMER
    As Value
     Customers represent that part of a business that adds
    to the company’s value proposition.
    As Goal
     Goals specify what we want to achieve; in recognizing
    customers as goals, we seek to align not only with their
    expectation but with their ultimate needs.
    CUSTOMER SERVICE
    INTERACTIONS
    1. Encounters
    2. Relationships
    CUSTOMER RELATIONSHIP
    MANAGEMENT
    Customer relationship management (CRM) is
    an approach to manage a company's interaction
    with current and potential customers.
    ELEMENTS OF SUCCESSFUL
    CRM INITIATIVES
    1. People
    2. Process
    3. Technology
    TOTAL QUALITY
    MANAGEMENT
    Total Quality Management (TQM) is the
    continuous process of reducing or eliminating
    errors in manufacturing, streamlining supply
    chain management, improving the customer
    experience, and ensuring that employees are up-
    to-speed with their training.
    CUSTOMERS FEEDBACK
    Customer feedback is information provided by
    clients about whether they are satisfied or
    dissatisfied with a product or service and about
    general experience they had with a company.
    STEPS IN BUILDING A
    RESPONSIVE CUSTOMER
    SERVICE STRATEGY
    1. Create a customer service vision
    2. Assess customer needs
    3. Hire the right employees
    4. Set goals for customer service
    5. Train on Service skills
    6. Hold people accountable
    7. Reward and recognize good service
    WHAT IS QUALITY
    Customers define quality in various ways. In a
    general sense, quality may be defined as
    meeting or exceeding the expectations of the
    customer.
    MULTIPLE DIMENSIONS OF
    QUALITY
    1. Conformance to specifications
    2. Fitness for use
    3. Value for paid price
    4. Support services provided
    5. Psychological criteria
    QUALITY DEFINITION IN
    MANUFACTURING
    1. Performance
    2. Conformance
    3. Features
    4. Reliability
    5. Durability
    6. Serviceability
    5 REASONS WHY CUSTOMER
    SERVICE IS MORE IMPORTANT
    THAN ANYTHING ELSE
    1. The best customer service build trust
    2. Customer service matters more than price
    3. It will build brand awareness
    4. Good customer service reduces problems
    5. It appeals to the customer
    YOUR
    CUSTOMERS AND
    YOU YOURSELF
    AS A CUSTOMER
    Prepared by:

    Jomar E. Pineda
    ASPECTS OF ESTABLISHING A
    CUSTOMER SERVICE
    CULTURE
    1. Consistently lead from the top
    2. Do little things early, rather that big things late
    3. Our customers know what they want
    4. Choose the best- and be prepared to pay for it
    5. Measure, Monitor, and Measure again
    6. Catch and Reward
    ASPECTS OF ESTABLISHING A
    CUSTOMER SERVICE
    CULTURE
    7. Mind your language
    a. Positive language
    b. Welcoming language
    c. Believable language
    d. Trustworthy language
    8. Role Playing- Overt and Covert
    9. Communicate, Communicate, Communicate
    WHAT IS CUSTOMER? WHO
    ARE OUR CUSTOMERS?
    A Customer is the most important person in this
    office … on the phone, in person, by mail or e-
    mail.
    CUSTOMERS CATEGORIES
    1. In-coming Customers
    2. In-ternal Customers
    3. In-verse Customers
    4. Interpersonal Customers
    5. In-You Customer (YOU)
    THE THREE CUSTOMER
    SERVICE PROMPTS
    First: What do they want?
    Second: What do I want?
    Third: How do I help both of us enjoy getting
    there?

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