customer behavior training

8/3/2019 Customer Behavior Training

http://slidepdf.com/reader/full/customer-behavior-training 1/15

January

Customer Behavior:

Attitude is every ThingPrepared By:Prepared By:

JanJan 2929,, 20122012

Ashraf S. Youssef, Ph. D.Ashraf S. Youssef, Ph. D.

QA &QA & CommunicationCommunication ManagerManager

S.M. ASQ, L.A. BSI, M. ELI, M. EMSS.M. ASQ, L.A. BSI, M. ELI, M. EMS

Training Approach

• Focus on Basics

• Interactive

• Videos

• Have Fun !

Agenda

1) Whatdo wemean byattitudes& why isit important

2) Reminder of our Company Quality Policy

3) Customer perceptions and satisfaction

4) What do we mean by customer attitude?

6) Recap on EEIC VALUES

7) What kind of attitudes should we adopt?

8) Principals of Responsibilities

9) Customer Care Use tips



January

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on ly i f w e perhaps change our

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,

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w ha t w e real l y need to go

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ATTITUDEATTITUDE

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t o w a r d sOUR ATTI TUDEI t i s

L i fe and Work tha t makes OUR

Li fe 100% ! ! !



January

Change Your At t i tude …Change Your At t i tude …

And You Change Your Li fe ! ! !And You Change Your Li fe ! ! !

What is this training all about?

People attitudes & behaviors

Attitude is a state of mind

Our attitudes affect our behaviors (conducts oneself)

How we conduct ourselves in front of Customers, our

people, our Suppliers & stakeholders is very important

Attitude is everything

A Company communicates through the behavior of its

people

Why is it important?

To Align our attitudes & behaviors in line with our

VALUES.

We are One Organization but with so many different

nationalities, religions, cultural diversity, ethics etc so it

is important to have a consistent set of attitudes &va ues we s ou a a op .

Common understanding & adopting a set of behaviors

with Customers and all Partners

Employees

Suppliers

Stakeholders and Society



January

Let’s remind you of our Quality Policy

At EEIC, Customer satisfaction is everyone's

number one priority.

Total Commitment to meet and exceed customer

requirements.

and services on time every time.

The ultimate measure of quality is the Customer

Satisfaction.

Defenestrate a strong leadership the company

Customer Satisfaction- What’s it mean

Means different things to different people.

But what & how can we satisfy our Customers?

Customers demand/expect Quality and reliable

products

Delivery

But a key differentiator is how well we service their

needs, So How do we serve our Customers?

There are 2 Aspects: Relationship Management &

Responsiveness.

Customer Behavior and Expectations

Customer behavior: Mental, physical activities that resultin purchases (affected by needs, wants)Important to understand the motivations behind each

customer purchase Customer wants: desire to make an already satisfactory

condition better

12

ary ase on nanca resources, cutura n uences, ava a tyof technology

Customer needs: desire to make an unsatisfactorycondition betterVary based on age, gender, culture, experiences, perceptions.

Customer expectations: can be formed and modified byknowledge of products, based on previous experiences,advertising, reputation of firm



January

Four types of customers based on expectations

Economizing Customer

Pricing is important

Ethical CustomerSocial & environmental responsibility is important

Personalizing Customer

Recognition & conversation is important

Convenience Customer

Fast service is important

Firms need to consider ways to design Products /

services to appeal to customer classifications.

Customer Perceptions and Satisfaction (1/3)

Customer interpretations of product, service information.

Influenced by senses, memories, the setting of the item, or priorexpectations

Perceptual biases causes selective bias

Perceptual biases

14

Selective exposure: People's tendency to expose themselves predominately and preferentially to

information that is consistent with their own beliefs and attitudes.

Selective attention: individuals have a tendency to orient themselves toward,or process information from only one part of the environment with the exclusionof other parts.

Selective interpretation, perceptual distortion

Companies must be mindful of how perceptual biases can be influenced.


Customer satisfaction

Result of comparing product’s perceived performance oroutcome relative to expectations

Raising the bar of expectations too high

15

-developed at the Harvard Business Review which directlyaddresses the relationship of customer loyalty and profitability.The concept requires a paradigm shift from the traditional focusof quantity of market share, instead focusing on the quality of

market share.



January


16

What is Customer Attitude?

Customer attitude - it is an attitude to make our

customer the number one priority in all we do. An

attitude to ‘caring’ our customers.

Getting our entire organization focused on our

customers and their complete satisfaction with the

experience our company gives to them.

Seeing everything through the eyes of our customers,

and ensuring that all our actions and decisions - in all

our functions - are focused solely on adding value to

our customers and satisfying their needs completely.

Fixing our customer issues quickly every day to show

our customers that they are our number one priority to

us and we respect them and their needs.

1st - Solve the problem first then discuss after

Any disagreement about expense allocation must not

delay quality issue resolution. Any discussion or

contention about this matter can only take place after

T he Cus tomer A t t i t ude W e A dvoca te - 3 Gol den Ru l es

.

Inform the QA to ensure the follow-up and get in touch

with the customer afterwards to make sure the problem

is solved.



January

2nd -Responding fast to a customer query is our # 1

priority of each staff Customer issues override any other priorities. This is up to

the managers to ensure this priority is enforced.

Everybody is responsible for solving customer issues (quality,

purchasing, manufacturing, Finance, entities autonomously


must be resolved by them.

Problems that can be solved by Set-up the right processes to

solve customer issues & complaints and enforce them.

No "Ping Pong" : Accept first customer call & take note,instead of informing customer that they need to call

somebody Else. Then inform QA to ensure the follow- up.

3rd- Inform before, instead of react after Inform our

Customers before being asked by them.

Give prior information in case of delayed delivery or other

services/commitment.

Ensure you reply to the customer before the time you


committed to. Even if you do not have a complete or finalanswer, a call to update them is mandatory.

Provide information on future products developments to key

customers.

Train Customers before a problem occurs, instead of

explaining what they did wrong after the problem has

occurred.

Sat isf y a l l cu st om er s, b ot h ex t er n al an d I n t e r n a l c us t o m er s

ManufacturingInternalCustomer

Front officesare internal

customerCustomer

ExternalCustomer



January

Caring for our customers - What does it mean

EEIC is committed to “Total focus on Customer service

in order to become a leader company to do business

with”

Mission: is to take care of our Customers & provide

em w e es poss e serv ce y rea ng em

with courtesy & respect.

Being dependable & responsive & exceeding their

expectations in all we do.

Why Customer Care? (1/2)

Customer care is a crucial element of business success

Every interaction we have with our customers is an

opportunity for us to enhance our reputation, add value &

increase the potential for more business.

From our telephone manner to our order fulfillment

,

the way our customers perceive us.

Customer care is ensuring our systems & processes

maximize our customers satisfaction with our business. It

should be our prime consideration- our sales & profitability

depend on keeping our customers happy.

Customer care matters because everybody in our

organization either helps customers directly or helps

colleagues (internal customers) who serve the paying

customer.

It is easier to retain a customer than win a new one:

Why Customer Care? (2/2)

,

costs a lot more time & effort to sell something to a

prospective customer than to sell that same thing to an

existing customer.

Customer care is more than customer service. It is

creating a positive experience for the customer from initial

contact, to a product or service purchase through to after.



January

The 10 essential things to know of Customer Care (1/ 2)

1. Focus on the customer . We are in business to service the

customers needs but we can only do that if we know what our customers want.

2. Be a good listener . Only when we truly listen to our customers do we really know what they want & how we canprovide good services.

3. Identify & anticipate needs. The more you know your customers, the better you become at anticipating their needs

4. Give more than expected. By going the extra miles & doing

that bit extra, we can differentiate ourselves from our competitors

5. Make the customers feel important. Treat customers as

individuals. Always use their name & find ways to complimentthem, but be sincere. People value sincerity, and creates

good feeling and trust.

6. Do not inflict internal processes on the customer . Our

internal processes are of no interest to the customer 7. Appreciate the power of a “can do” attitude. Look for

ways to make doing business with us easy. Look for

solutions, not obstacles8. Take ownership. Take responsibility for being the single

person representing the organization in the eyes of the

The 10 essential things to know of Customer Care (1/ 2)

customer. That is why it is important to follow up

personally, giving your name. If you can’t help, introduce

them to the right person who can9. Encourage regular feedback. Welcome suggestions

about how we could improve

10. Value your internal customers. Treating customers &colleagues well is of equal importance

EEIC ValuesEEIC Values

Passionate : for Customer, for People,

Open: Curious, Collaborative

: ,

Straightforward:Walk the Talk, Integrity



January

How should we conduct ourselves?

Visitors:

All visitors expected should be advised to Reception andalso where appropriate to any Management involved.

The availability of Management, equipment and facilities

required should be pre-determined before the visit is arranged Arriving visitors should be booked into Reception and

escorted by EEIC person whilst on premises.

organized; e.g. car parking, catering, telephone messages,

internet facilities etc… A visit report should be raised and kept in the appropriate

file. This report should contain Companies involved, date,

persons involved and a brief outline of the points discussed .

Important visits particularly customers where an action follow

up is required will require a more formal report with a wider

circulation

Cars:

Company & Private cars should be kept clean and presentable.They may be required to carry customers

Respect other road users, road regulations etc…

Don’t drive erraticallyParking:

Don’t obstruct others, be courteous


If it rings, answer it

Answer by answering ‘name’ or ‘number’ . Not ‘hello’Do not assume that the telephone caller belongs to the number

displayed as calling.

If you agree to ring back, do so same day, as soon as possible.Keep it short and polite

Internet Use:

Use but don’t abuse

Outlook e mail:

Avoid circulation to ‘General Distribution

Send to persons concerned & copy to those that need to know

Avoid sending infinitely e-mails back & forth




January

Visits:When visiting other companies and especially customers, it is even more

important to promote the right image.Look good. Be smart- you will feel good and work better.

Be on time or early. Plan the route, allow for delays.Write in advance to confirm meeting and subject for discussion.

Make notes on the visit (ask permission if appropriate)Record as many details of the situation being visited as required,


Travel by the most effective route Accept hospitality modesty and in line with company policy After the visit prepare a Visit Report and circulate to appropriate people-this should always be to immediate Manager and file.Send a Thank You or appropriate letter within 2 working days of

returning to office Always be diplomatic, courteous and listen to what your Customers aresaying. Avoid being aggressive, and challenging.

Offices/Desks/Work stations:These should be neat, orderly and symptomatic of an organizedand efficient approach to our work (Remember 5S)

CommunicationEnsure that everyone you are responsible for is informed of key

company informationGeneral CleanlinessToilets are for our convenience


Keep it clean & tidy. Avoid spitting

ConclusionThe above points may seem trivial. They are not

The necessity of this is to improve our professional image and

mature as a company

Our Principles of Responsibility. What does it mean?

Set of guidelines outlining our commitments to all our stakeholders:

employees, customers, suppliers, shareholders, the planet andsociety.

It lays down our common foundations sets of references to help us

improve the protection of the Company, its managers and employees

in a context where the boundaries of corporate responsibility areex andin .. it constitutes our collective and individual frame of reference andenables everyone to guide their decisions and actionsIt cannot be minimized or waived. Our Principles of Responsibility

will be deployed to all employees in their local language.Code of ethics on the way we should behave (Behave as ONE teamand apply the same code of conduct)



January

Always act with integrity, respect, honesty & fairness in business

dealings Respect Human Rights, Labor Standards, Social & Environment & anti

corruption.Promote equal opportunities, without discrimination or religious beliefsEncourage development of competencies & employability.

Our Principles of Responsibility. What does it mean?

Maintain confidentiality & security of EEIC information & assets. Avoid conflict of interests with private lifeUphold environmental & social responsibility (walk the talk, protect,

prevent & preserve our environment)

Benefits of Customer Care

For employees:

Self satisfaction in the knowledge that the task has been done right,first time & the customer appreciates it

For the Organization:To have a sustainable competitive advantage & a good reputation

For external Customers :

Having confidence in a company that consistently delivers on its

promises

Know your Customers

Excellence in customer care relies on knowing our customersneeds & expectations. By anticipating customer needs we can gaincompetitive advantageIn our every day business we receive information about our approach to customers though:

Feedback from customers & staff Discussions with customers Anal sis ofcom laints& en uir ies Analysis of praise Attitude Survey & questionnairesSite visites

Focus group discussions & customer auditsBy communicating poor & great customer care, we can continuallyshare our experiences. We can then use them to drive customer behavior relevant to every employee in our company



January

Caring our customers: Useful tips

Keep it simple.Giving your name, greeting & using welcoming & friendly manner,

without showing impatience or boredom

Use technology.

If you are away from your desk for long periods either divert your

calls to a colleague or make use of voicemail facility.

‘ ’you rece ve a wrong num er ca ., ma e every e ort to trans er t ecaller to the department or person they want. Make sure you tell them

the extension before transferring them.

Written communication

Keep it short and to the point. Make the communication relevant,

whilst removing jargon and ensuring it is concise and logical

Turnaround the Complained

Mistakes will happen. Every business has to deal with situations in

which things go wrong from our customers’ point of view. It is how we

respond that makes the difference. Do not be dismissive to our

customer’s problem - even if we are convinced we are not at fault.

Although it might seem contradictory, complaint is an opportunity to


delight a customer

If you handle a complaint successfully, our customer is likely to

prove more loyal than if nothing had gone wrong. The customer whocomplains is potentially alerting us to a problem experienced by many

others who have silently taken their business elsewhere

Being receptive to customer complaints

The silent complainer

Most dissatisfied customers don’t tell us, they tell others Research

shows:Every customer who has a complaint tells 9 other people about itFor every 100 problems, only 4 complain directly

But 1000 people will know about the problem (mushroom effect)


Handling Difficult situations

Make the customer realize that you are listening & that you understandhis point of view

Be consistent in your responsesGive the customer space to let off steam if he needs to , before

you move into a problem solving modeDon’t take it personally, stay calm & remember that you are good

at your job



January

Know How to apologize

When something goes wrong, don’t be afraid to admit responsibility

and apologize.Deal with problems immediately & let customer s know what you

have done


. Avoid blame culture & work towards achieving a satisfactoryresolution.Do not feel uncomfortable about apologizing.Under the right circumstances, an apology can be a simple solution

for an escalating customer service conflict

Responsiveness- Examples?

Do (Reactivity) Don’t Do

1. Keep Customer informed onProduct Trainings/Productupdates.

2. Always respond to Customerenquiries/needs

3. Priority to Handling of r l i l i

1. Wait until it is too late asthe damage is alreadydone

2. Ignore e mails, telephone

4. Order Acknowledgements5. Be proactive (inform

Customer immediately when adelivery date is being delayed

6. Communicate immediatelyany Product Safety or CriticalIssues to Quality Assurance

Our values define EEIC…

Our customer approach?

Who w e are as a company?

How w e want to do business?

The kind of people we w ant to attractan re a n



January

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