logging in or signing up customer delight doctorsarma Download Post to : URL : Related Presentations : Share Add to Flag Embed Email Send to Blogs and Networks Add to Channel Uploaded from authorPOINT lite Insert YouTube videos in PowerPont slides with aS Desktop Copy embed code: (To copy code, click on the text box) Embed: URL: Thumbnail: WordPress Embed Customize Embed The presentation is successfully added In Your Favorites. Views: 2101 Category: Business & Fin.. License: All Rights Reserved Like it (0) Dislike it (0) Added: August 22, 2010 This Presentation is Public Favorites: 1 Presentation Description customer orientation trainings are necessary to bring about the wow factor. this presentation has been used for employee training in customer delight Comments Posting comment... By: vineet1k1a (13 month(s) ago) good presentation . can you share this presentation to me @ my e-mail id vineet_k_a@yahoo.com Saving..... Post Reply Close Saving..... Edit Comment Close By: praveennarang (18 month(s) ago) can you pls.email I found it great. My id is praveen.narang@baml.com tks a lot Saving..... Post Reply Close Saving..... Edit Comment Close By: aashishtulsani (20 month(s) ago) its really great could yopu please mail it.. need to refer.. Saving..... Post Reply Close Saving..... Edit Comment Close Premium member Presentation Transcript Slide 1: Customer delight Dr. E. J Sarma Head HCM – Global How to Delight our Customers (10 Thoughts) : How to Delight our Customers (10 Thoughts) Thebest service oriented employees do these very well Saama-Confidential Page 2 Sunday, August 22, 2010 Woo – the ability to win the hearts of those whom are impacted Empathy – the ability to understand the mood of customers Discipline – the ability to deliver on promise systematically and consistently Command – the ability to control any situation through communication Responsibility – the ability to own a problem until it is solved --Gallup Survey of Best Customer Service What ticks you and me ticks one other as well : What ticks you and me ticks one other as well Think When were you were delighted as a customer? How often some one wowed us through that extra bit ? Think of the employee who delighted you and what did he or she do to delight you ? Saama-Confidential Page 3 Sunday, August 22, 2010 Customer Delight : Customer Delight Saama-Confidential Page 4 Sunday, August 22, 2010 Exceeding customers’ expectation is delighting customers The customer reacts with a “wow” in return for the product/service Every interaction with the customer has an opportunity to create delight The challenge is to consistently maintain the delight factor Customer delight isn't necessarily about "more" customer service : Customer delight isn't necessarily about "more" customer service Customer service is what we do to customers Customer delight is what the customer feels when they have been delivered with .service Saama-Confidential Page 5 Sunday, August 22, 2010 The Service-Profit Chain : : The Service-Profit Chain : Saama-Confidential Page 6 Sunday, August 22, 2010 Good Service – Satisfied Customers –better branding--Higher Sales -High Revenue/ More profits- Higher Incentives/Bonus to Employees Service-oriented employees Quantify customer delight in monetary terms : Quantify customer delight in monetary terms Delight makes repeat business and new business easily possible. Saama-Confidential Page 7 Sunday, August 22, 2010 Challenge everyone to get involved : Challenge everyone to get involved customer delight must be a way of life for everyone in Saama then every one actually goes out and sets the example by delighting customers without any hesitation What is the measurement ? --Our BI brand is rocking. Don’t we want to be the starbucks of BI world ? Saama-Confidential Page 8 Sunday, August 22, 2010 4. Be customer champions : 4. Be customer champions it is hard to focus on the customer delight if it was easy, we'd all be doing it. That is why every one needs to be customer champions who, similar to the green, black and other belts of Six Sigma, spot opportunities for customer delight. Even if one is doing an assignment it means keeping the eyes and ears wide open to spot opportunities to offer BI solutions. Saama-Confidential Page 9 Sunday, August 22, 2010 Define delight factor : Define delight factor Truth is every touch point with customer can be a "point of delight“ Saama-Confidential Page 10 Sunday, August 22, 2010 Miss india-from pune Don't leave room for compromise : Don't leave room for compromise As a customer, we don't like our wine to be watered down. It either delights , or it doesn't. So every time we make an internal compromise , ask what the customer would think of it and if he wouldn't like it ... challenge it head on. Saama-Confidential Page 11 Sunday, August 22, 2010 7. : 7. Remember a mere soap is not sold as soap, different brands have USP AND CONSUMER loyalty is built not around the brand but the extent to which what is promised is fulfilled through the service delivered determines delight. Saama-Confidential Page 12 Sunday, August 22, 2010 8. Dismiss orthodoxies : 8. Dismiss orthodoxies Creating delight is about breaking away from the pack, and simply doing something different, This could be a good place to start. Saama-Confidential Page 13 Sunday, August 22, 2010 Get the customer involved : Get the customer involved Customers have a pretty good idea what they like and dislike when confronted with it. Take advantage of that. You might learn something :-) Saama-Confidential Page 14 Sunday, August 22, 2010 Engagement counts : Engagement counts Be Mentally and emotionally engaged . Do whatever it takes to delight the customer Be conscientious about the work Comply with policies and procedures Fully engaged employees only are passionate about the work, Saama-Confidential Page 15 Sunday, August 22, 2010 What to believe in : What to believe in Remember that what ever may be the role, believe and behave like an expert Believe that you are the best person to deliver it. As we are all customers ourselves, every one of us is a specialist in the area of customer delight. Saama-Confidential Page 16 Sunday, August 22, 2010 Saama customer delight index : Saama customer delight index We now have a process to measure how each one is contributing to customer delight in Saama We survey every customer side manager when ever an assignment gets over, or the client side manager changes or when you completed six months in same assignment. The data collated will help us in establishing an index. We will share this information in future Ideally we should be aiming at an index not less than 9 on 10 Saama-Confidential Page 17 Sunday, August 22, 2010 Tips for Good Customer Service : Tips for Good Customer Service Identify & anticipate needs – Customers don’t just buy products/service; they buy good feelings & solutions. Make customers feel important & appreciated. Avoid rushing or doing too many things at once . Apologize when something goes wrong . Service a little more than they expect. Use positive verbal & body language. add your own individual touch to the service level that is like icing on the cake Saama-Confidential Page 18 Sunday, August 22, 2010 Slide 19: Saama-Confidential Page 19 Sunday, August 22, 2010 Here is what we learnt; Customer delight is different from customer satisfaction. It is everyone’s responsibility Delight makes repeat business easy. Branding becomes strong Delighting flows from engaged employees’ adrenaline. It is not about serving it is all about gracefully serving like the japanese do You do not have the permission to view this presentation. In order to view it, please contact the author of the presentation.
customer delight doctorsarma Download Post to : URL : Related Presentations : Share Add to Flag Embed Email Send to Blogs and Networks Add to Channel Uploaded from authorPOINT lite Insert YouTube videos in PowerPont slides with aS Desktop Copy embed code: (To copy code, click on the text box) Embed: URL: Thumbnail: WordPress Embed Customize Embed The presentation is successfully added In Your Favorites. Views: 2101 Category: Business & Fin.. License: All Rights Reserved Like it (0) Dislike it (0) Added: August 22, 2010 This Presentation is Public Favorites: 1 Presentation Description customer orientation trainings are necessary to bring about the wow factor. this presentation has been used for employee training in customer delight Comments Posting comment... By: vineet1k1a (13 month(s) ago) good presentation . can you share this presentation to me @ my e-mail id vineet_k_a@yahoo.com Saving..... Post Reply Close Saving..... Edit Comment Close By: praveennarang (18 month(s) ago) can you pls.email I found it great. My id is praveen.narang@baml.com tks a lot Saving..... Post Reply Close Saving..... Edit Comment Close By: aashishtulsani (20 month(s) ago) its really great could yopu please mail it.. need to refer.. Saving..... Post Reply Close Saving..... Edit Comment Close Premium member Presentation Transcript Slide 1: Customer delight Dr. E. J Sarma Head HCM – Global How to Delight our Customers (10 Thoughts) : How to Delight our Customers (10 Thoughts) Thebest service oriented employees do these very well Saama-Confidential Page 2 Sunday, August 22, 2010 Woo – the ability to win the hearts of those whom are impacted Empathy – the ability to understand the mood of customers Discipline – the ability to deliver on promise systematically and consistently Command – the ability to control any situation through communication Responsibility – the ability to own a problem until it is solved --Gallup Survey of Best Customer Service What ticks you and me ticks one other as well : What ticks you and me ticks one other as well Think When were you were delighted as a customer? How often some one wowed us through that extra bit ? Think of the employee who delighted you and what did he or she do to delight you ? Saama-Confidential Page 3 Sunday, August 22, 2010 Customer Delight : Customer Delight Saama-Confidential Page 4 Sunday, August 22, 2010 Exceeding customers’ expectation is delighting customers The customer reacts with a “wow” in return for the product/service Every interaction with the customer has an opportunity to create delight The challenge is to consistently maintain the delight factor Customer delight isn't necessarily about "more" customer service : Customer delight isn't necessarily about "more" customer service Customer service is what we do to customers Customer delight is what the customer feels when they have been delivered with .service Saama-Confidential Page 5 Sunday, August 22, 2010 The Service-Profit Chain : : The Service-Profit Chain : Saama-Confidential Page 6 Sunday, August 22, 2010 Good Service – Satisfied Customers –better branding--Higher Sales -High Revenue/ More profits- Higher Incentives/Bonus to Employees Service-oriented employees Quantify customer delight in monetary terms : Quantify customer delight in monetary terms Delight makes repeat business and new business easily possible. Saama-Confidential Page 7 Sunday, August 22, 2010 Challenge everyone to get involved : Challenge everyone to get involved customer delight must be a way of life for everyone in Saama then every one actually goes out and sets the example by delighting customers without any hesitation What is the measurement ? --Our BI brand is rocking. Don’t we want to be the starbucks of BI world ? Saama-Confidential Page 8 Sunday, August 22, 2010 4. Be customer champions : 4. Be customer champions it is hard to focus on the customer delight if it was easy, we'd all be doing it. That is why every one needs to be customer champions who, similar to the green, black and other belts of Six Sigma, spot opportunities for customer delight. Even if one is doing an assignment it means keeping the eyes and ears wide open to spot opportunities to offer BI solutions. Saama-Confidential Page 9 Sunday, August 22, 2010 Define delight factor : Define delight factor Truth is every touch point with customer can be a "point of delight“ Saama-Confidential Page 10 Sunday, August 22, 2010 Miss india-from pune Don't leave room for compromise : Don't leave room for compromise As a customer, we don't like our wine to be watered down. It either delights , or it doesn't. So every time we make an internal compromise , ask what the customer would think of it and if he wouldn't like it ... challenge it head on. Saama-Confidential Page 11 Sunday, August 22, 2010 7. : 7. Remember a mere soap is not sold as soap, different brands have USP AND CONSUMER loyalty is built not around the brand but the extent to which what is promised is fulfilled through the service delivered determines delight. Saama-Confidential Page 12 Sunday, August 22, 2010 8. Dismiss orthodoxies : 8. Dismiss orthodoxies Creating delight is about breaking away from the pack, and simply doing something different, This could be a good place to start. Saama-Confidential Page 13 Sunday, August 22, 2010 Get the customer involved : Get the customer involved Customers have a pretty good idea what they like and dislike when confronted with it. Take advantage of that. You might learn something :-) Saama-Confidential Page 14 Sunday, August 22, 2010 Engagement counts : Engagement counts Be Mentally and emotionally engaged . Do whatever it takes to delight the customer Be conscientious about the work Comply with policies and procedures Fully engaged employees only are passionate about the work, Saama-Confidential Page 15 Sunday, August 22, 2010 What to believe in : What to believe in Remember that what ever may be the role, believe and behave like an expert Believe that you are the best person to deliver it. As we are all customers ourselves, every one of us is a specialist in the area of customer delight. Saama-Confidential Page 16 Sunday, August 22, 2010 Saama customer delight index : Saama customer delight index We now have a process to measure how each one is contributing to customer delight in Saama We survey every customer side manager when ever an assignment gets over, or the client side manager changes or when you completed six months in same assignment. The data collated will help us in establishing an index. We will share this information in future Ideally we should be aiming at an index not less than 9 on 10 Saama-Confidential Page 17 Sunday, August 22, 2010 Tips for Good Customer Service : Tips for Good Customer Service Identify & anticipate needs – Customers don’t just buy products/service; they buy good feelings & solutions. Make customers feel important & appreciated. Avoid rushing or doing too many things at once . Apologize when something goes wrong . Service a little more than they expect. Use positive verbal & body language. add your own individual touch to the service level that is like icing on the cake Saama-Confidential Page 18 Sunday, August 22, 2010 Slide 19: Saama-Confidential Page 19 Sunday, August 22, 2010 Here is what we learnt; Customer delight is different from customer satisfaction. It is everyone’s responsibility Delight makes repeat business easy. Branding becomes strong Delighting flows from engaged employees’ adrenaline. It is not about serving it is all about gracefully serving like the japanese do