Training and Empowerment

Meaning for Customer Satisfaction:

Customer satisfaction is a term frequently used in marketing. It is a measure of how products and services supplied by a company meet or surpass customer expectation

The degree of satisfaction provided by the goods or services of a company as measured by the number of repeat customers.

Meaning for Training:

A process by which someone is taught the skills that are needed for an art, profession, or job

Process of teaching new knowledge and skills to perform their job effectively.

Organizational Charts

Aims & Objectives of Customer satisfaction

AIMS VISION

TargetActual

PerformanceAttempted

Performance

Aims:To Ensure Customer Satisfaction

To Deliver Shareholder Value

To Secure Employee Engagement

Objectives: To avail C.S* through Customer Center city

To aim to give Shareholder value

To inculcate employee engagement to active absolute C.S and

*C.S – Customer Satisfaction

Training for Customer satisfaction

• Conceptual Framework – Quality, Price, Delivery, Atmosphere

• Customer Service Training – Satisfying Resolution

Customer Service Training highlights

Improve C.S Score

Positive Experience

Repeat Customers

Increase TRUST in your BRAND

Meaning for Empowerment

• To give power to (someone)

• To give official authority or legal power to (someone)

Six Best Practices for Empowering the Customer Satisfaction

• Customer knowledge

• Integrated lifecycle of customer engagements.

• Consistency in the customer service experience.

• Keep your customers’ experience top of mind.

• Maintaining accurate data.

• Listen to your customers across all channels.

Why Customer Satisfaction is so Important ?

• It is a leading indicator

• It is a point of differentiation

• It reduces customer.

• It increases customer lifetime value.

• Its reduce customer negative word of mouth.

• It’s cheaper to retain customer to acquire new ones.

Measuring Satisfaction

Periodic Surveys

Customer Loss Rate

Mystery Shoppers

Monitor competitive performance

Five Levels of Relationships

• Basic

• Reactive

• Accountable

• Proactive

• Partnership

• The company sells the product but does not follow-up

• The company sells the product and encourages the customer to call when they have problems or questions.

• The company’s representative checks on customer after the sales and the event to make sure things were satisfactory and to get feedback.

• The salesperson or others in the company phone customers from time to time to seek suggestions.

• The company works continuously with the customer to discover ways to develop better value.

BMW India tops sales and customer satisfaction study

BMW India has been awarded for ranking highest in sales and customer satisfaction with after-sales service by J.D. Power Asia Pacific. The company scored highest 892 points on a 1000-point scale in J.D Power Asia Pacific Sales Satisfaction and Customer Service Index Study 2013.

ByMuthumanikandan K_____

MA.HRM-DG Vishnav College