customer delight
DESCRIPTION
Customer is a very important person to any business and the presentation talks a little about the importance of customer and how an organisation needs to handle him together.TRANSCRIPT
![Page 1: Customer Delight](https://reader034.vdocument.in/reader034/viewer/2022052602/559c34fd1a28ab551a8b45c6/html5/thumbnails/1.jpg)
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Customer?!
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&
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Should we spend time to know how to treat someone who writes our
paycheck, provides Bread & Butter?
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Objective
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PERCEPTION ABOUT WORK
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Quality
Quality is the ongoing process of building and sustaining relationships by assessing, anticipating, and fulfilling stated and implied needs.
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![Page 10: Customer Delight](https://reader034.vdocument.in/reader034/viewer/2022052602/559c34fd1a28ab551a8b45c6/html5/thumbnails/10.jpg)
Sense of Belongingness
![Page 11: Customer Delight](https://reader034.vdocument.in/reader034/viewer/2022052602/559c34fd1a28ab551a8b45c6/html5/thumbnails/11.jpg)
Self Image
![Page 12: Customer Delight](https://reader034.vdocument.in/reader034/viewer/2022052602/559c34fd1a28ab551a8b45c6/html5/thumbnails/12.jpg)
Goal Setting
![Page 13: Customer Delight](https://reader034.vdocument.in/reader034/viewer/2022052602/559c34fd1a28ab551a8b45c6/html5/thumbnails/13.jpg)
Listening
![Page 14: Customer Delight](https://reader034.vdocument.in/reader034/viewer/2022052602/559c34fd1a28ab551a8b45c6/html5/thumbnails/14.jpg)
Active Listening – Road Blocks
• DAY DREAMING• REHEARSING• FILTERING• JUDGING• DISTRACTIONS
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Active Listening Skills
• PARAPHRASING• REFLECTION OF FEELINGS• CLARIFICATION
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POSSIBLE RESULTS OF CUSTOMER INTERACTION
WE CUSTOMER
WINWIN WINWIN
LOSE WINWIN
LOSE LOSE
![Page 17: Customer Delight](https://reader034.vdocument.in/reader034/viewer/2022052602/559c34fd1a28ab551a8b45c6/html5/thumbnails/17.jpg)
TEAMWORK
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Winning TeamIs optimally organised to achieve a common vision, and is constantly aligned to that vision through clear objectives and goals
Exploits the differences between individuals to the advantage of the team as a whole
Uses a variety of communication methods to enable understanding of, and rapid response to, the needs of fellow team members
Achieves the right balance between the priorities placed on an individual, the team and the organisation
Has a leader who orchestrates the winning formula
Maintains unerring trust and excellent relationships between individual team members
Is dynamic, adapting to continuously changing circumstances
![Page 19: Customer Delight](https://reader034.vdocument.in/reader034/viewer/2022052602/559c34fd1a28ab551a8b45c6/html5/thumbnails/19.jpg)