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2 What are you going to learn today? What & Who is a customer Marketing Concept ( Customer ) Effective implementation of Marketing Concept through “P R A C T I C E” Conclusion
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3 1) A customer is the most important person ever to contact you, In person, by post or by telephone. 2) Customers are people who bring their wants and needs. It is Your job to cater for them, thereby profiting the customer and Your company. 3) You are not doing the customer a favor by serving him or her ----the customer is doing you a favor by allowing you to fulfill that function. What is a Customer?
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4 Who is the Customer? Customers can be External … People and companies using Orient’s services. People and companies providing service to Orient. Outside bodies (e.g the press) interested in Orient. In short , anyone from outside Orient who contacts us. ….. And Internal: Our boss. Our peers. Employees that work for Orient. In short, any Orient employee.
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5 “The Customer is always right!” Mis-informed perhaps… Confused Changeable Demanding Or even irrational ….. “But NEVER wrong!” Marketing Concept “The Customer is the KING!”
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6 Effective implementation through PRACTICE: P romptness : prepared and willing to be of service R eliability : trusting or deserving of complete confidence A ccuracy : the ability to observe and act with precision C ourtesy : the ability to be gracious, obliging and polite T actfulness : the ability to say the right thing Without offence I nformation : the communication of knowledge or education C ompetence : the ability and capacity to carry out a task E mpathy : emotional or intellectual identification with the other person.
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7 To implement Marketing Concept for customers its is important to “PRACTICE”. Conclusion