Post on 14-Sep-2014
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Copyright © 2012 BSI. All rights reserved.
Customer Focus and Retention
- Anuradha
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2Copyright © 2012 BSI. All rights reserved.
“A customer is the most important
visitor on our premises, he is not dependent on us. We are dependent
on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.”
- Mahatma Gandhi
Who is a customer?
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How do say your organization is Customer Focused?
- Is it when you have lot of customers? - Is it when your customer is satisfied?
- Is it when you provide unique product/service to the customers?
- Anything else….?
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We call an organization Customer- Focused only when
- We consistently exceed the expectations of the customer
- We start creating Loyal* customers
- - Exceptional Customer Service
* Loyal Customers are those who keep coming back to us and choose not to buy from our competitors
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Customer – Focused Behavior
1) Putting the customer first
Always be On Time Establish Rapport Thank them Let them take their time
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Customer – Focused Behavior
2) Attitude
Be professional Communicate Positively Respect the customer
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Customer – Focused Behavior
3) Identifying Customer needs
Ask questions till you clearly understand their needs Use positively phrased, direct questions Use active listening to convey respect and verify understanding
Ask how you can better serve the customer’s needs
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Customer – Focused Behavior
4) Build Relationships
Be fair Keep your word Seek Service Opportunities Know your products and services Admit errors and lack of knowledge
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Customer – Focused Behavior
5) Effective Problem Resolution
Empathize with the customer Take Ownership Respond to problems in a timely manner Formulate/negotiate a win-win solution Don’t take problems/complaints personally Recognize problems as a learning opportunity
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Things to Remember
1) Every time anyone representing our organization meets with a customer, the company’s reputation is on line
2) Treating the customers as valued Individual is often more important than price
3) We can create Loyal Customers by focusing on Quality Service, which means a lot to customers
4) It is really important that the customers perceive us a Customer focused organization
5) We are always customer focused
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Cause – Effect Analysis
Losing the customerLosing The Customer
co
stin
g
S
ervice
Diss
atisf
actio
n
Bra
nd V
alue
Customer Relationship
Management
Employees
Process
Competitor Price Difference
Client Unhappy with costing
No- Value Addition / Inadequate GuidanceLack of Focus
Market Experience
Learn from Masters
Voice of Customers
Inadequate Interaction
Attitude Indifference Employee
Attrition Rate
Lack of Competency
Robustic Process
Process Deviation
Improper Performance monitoring System
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Customer Retention
1) Eliminate the Root Cause by streamlining the process
2) Continuously maintain and Improve the defined process
3) Tread carefully when dealing with Immediate Cause (Think Twice)
4) During every interaction with a customer be aware of the Underlying Causes which may determine the success of this situation
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It Takes
Months
to find a CUSTOMER But only Seconds To lose one
THANK YOU!