THis is a presentation on Attitudinal Re-orientation : Tool for Customer Satisfaction

1. ATTITUDINAL RE-ORIENTATION: TOOL
FOR CUSTOMER SATISFACTION

3. CONTENTS
… Introduction

 Objectives
 Conceptual Definitions
 Techniques for Developing Positive Attitude
 Benefits of keeping Positive Attitude
 Why Customer Satisfaction
 Signs of Bad Customer Service
 Do’s and Don'ts of Handling Complaints
 Practical Models for enhancing Customer
Satisfaction
 Conclusion

4. INTRODUCTION
A convenient way to think of the strategy for success is to picture a three-leg stool.
The stool represents the organization supported by three legs, which symbolize these
key ingredients. Each leg has very separate and distinct attributes and each is critical
to the survival of the organization. The legs of the stool are visionary
leadership, internal data from employees and external data from the customers of the
organization.
The first leg is visionary leadership. Every organization comes into existence because
of a vision. Sometimes the vision lasts, remaining clear and compelling. Other
times, the original vision fades, as does the relevance of the organization.
The next element, the second leg of the stool, is data from the employees of the
organization. These are the internal data. This is information gathered from the people
that make up the organization. It is the opinions, working knowledge, supervisory
assessments, and observations that come from the people that do the work of the
organization. This has to do with how capable employees feel the organization is. Do
employees feels that the organization stresses and achieve quality? Is there
cohesiveness among employees so that there is a team effort to get the work done?.
Do employees feel a sense of commitment to the organization and feel that the
organization support them? Etc

5. INTRODUCTION… CONT’D
 The third element for continued organizational
success is regular collection of data from the
environment of the organization: customers ( Direct
and indirect), suppliers, regulators and
competitors. These are the external data. Such
data provide comparisons between what the
organization sees as its accomplishments and the
perceptions of others that have interest or stake in
the organization.
 Achieving all these boils down to an important
attribute, pre-requsite, which is..

6. ATTITUDE

7. INTRODUCTION… CONT’D
 Attitude is everything.
 Attitude is a little thing that makes a big difference.”
― Winston Churchill
 Attitude to work, attitude to family, attitude to life.
 In fact a lot of homes have broken because of
attitude.
 A lot of dreams have been shattered because of
attitude.
 A lot of organizations have failed because of this.

8. INTRODUCTION… CONT’D
In the same vein…

9. INTRODUCTION… CONT’D
 Dreams, homes and organizations thrive because
of Positive Attitude.

10. INTRODUCTION… CONT’D
 “Keep your thoughts positive because your
thoughts become your words. Keep your words
positive because your words become your
behavior. Keep your behavior positive because your
behavior becomes your habits. Keep your habits
positive because your habits become your values.
Keep your values positive because your values
become your destiny.”
― Mahatma Gandhi

12. IS YOUR ATTITUDE A WEAPON OF
SUCCESS OR FAILURE

13. OBJECTIVES
At the end of this presentation, participants are
expected to:
- Be able to identify the needs and essence of
positive attitude;
- The implications of negative attitude;
- See complaints as gift and know the best way to
handle parents complaints;
- See customer satisfaction as potential tool for the
success of the school;
- Be more committed and dedicated to work; and
- Uphold best practice and work place ethics.

14. CONCEPTUAL DEFINITIONS
 ATTITUDE: manner, disposition, feeling, position, etc., with regard to a
person or thing; tendency or orientation, especially of the mind
 This is the internal disposition of an individual that underlines his external
disposition( behaviour).
 CUSTOMERS: These are consumers and recipient of an organization
goods and services. We are both direct and indirect customers.
 CUSTOMER RELATIONSHIP MANAGEMENT: This is a business
strategy to select and manage valuable customer relationship. CRM
requires a customer-centric business philosophy and culture to support
expecation, marketing, sales and service process.
 CUSTOMERS SATISFACTION: This is a highly personal assessment
that is greatly affected by customer expectation.
 CUSTOMER SERVICE: this is the ability of an organization to constantly
and consistently give its customers what they want and need.

15. CONCEPTUAL DEFINITIONS
 RE-ORIENTATTION: This is the process of
changing orientation of an individual or group of
individual to a desired one.
 STAKEHOLDERS: These are set of people that are
either directly or indirectly affected by the
operations and activities of an organization and vice
versa.

16. TECHNIQUES TO DEVELOP POSITIVE
ATTITUDE
 Positive Attitude brings optimism in our life, it helps
us to reach our goals and attain success. Having
and maintaining a positive attitude is the key for
success in business and life.
But unfortunately it is not easy for most of us to
maintain a positive attitude, as things go wrong we
would let negative thoughts to take over.
Fortunately there are certain things that we can do
to maintain and develop a positive attitude.

17. TECHNIQUES TO DEVELOP A POSITIVE
ATTITUDE… CONT’D
Though the choice is yours, You should be having the
will power to achieve a positive attitude.
 Curb Unwanted Activities - Now that you are
really committed, Avoid spending a lot of time for
TV, Radio etc. and instead try to read a positive
book, you can also read inspiring quotes to
increase positivism.
 Positive Language - You probably know this, Avoid
words like 'never', 'can't', 'won't' and don't always
use a 'why'. Use phrases like 'I can', 'I want', 'I
will', 'I need', 'I should' etc.

18. TECHNIQUES TO DEVELOP POSITIVE
ATTITUDE… CONT’D
 Have Positive People Around You - It is quite
tough, but try to surround yourself with people who
support you, speak the truth and think positively. Try
to avoid people who criticize often. Also avoid
people who are jealous of you and impede your
progress.
 Don't Expect Anything in Return - Give away
what you seek without expectation or measuring.
When you seek success, help others to be
successful. When you seek happiness, help others
to find happiness first. (Wonderfully written, isn't
it? :P)

19. TECHNIQUES TO DEVELOP POSITIVE
ATTITUDE… CONT’D
 Reduce your Ego - You can read more about this.
 Don't "Get Angry; Resent; Judge" Resentment
and Judgement give you negativity. Avoid them to
have a positive attitude.
 Make Positive and Realistic Dreams - Don't try to
live up to the expectations of others. Do what you
really dream of. Have positive and achievable
dreams.

20. TECHNIQUES TO DEVELOP POSITIVE
ATTITUDE… CONT’D
 Dare the Truth, Believe in what you really think
is 'The Truth' and what you really want to do
 Take responsibility of your actions, your life - If
you do this, you will start realizing your own
mistakes and with that you try to avoid doing
mistakes giving you positivity.
 Show gratitude to people. Track your results in
a gratitude journal.

21. BENEFITS OF POSITIVE ATTITUDE
 Help achieving goals and attaining success easier
 More happiness
 More energy
 Greater inner power and strength
 Ability to inspire and motivate yourself and others.
 Fewer difficulties encountered
 Ability to surmount difficulties and challenges
 Life smiles at you
 People respects you.
 Life is placed in its right perspective.

22. WHY CUSTOMER SATISFACTION
 Customer Satisfaction is very germane to the
survival and success of every organizations.
 It assists in the following regards.
- Increasing customer base
- Customers Loyalty
- Revenue
- Profit
- Market Share
- Competitiveness
- Vintage Positioning
- Survival

23. SIGNS OF BAD CUSTOMER SERVICE
Businesses that deal with consumers seem to be
suffering from a definite disconnect between the level
of service they want to provide and the service that
their employees actually provide.
Six signs of poor service
As a result, Harris suggests the following six key
signs that customer service may be in need of some
attention - and most probably some staff training - to
help restore the customer's faith:

24. SIGNS OF BAD CUSTOMER SERVICE- CONT’D
 1. Poor employee retention
If employees are leaving too quickly (i.e. within
three years), there can be no real opportunity for
them to build up relationships with customers.
Knowledge about individual customers leaves the
company with every lost employee. If this is the
case, consider bringing in an outside HR (human
resources) consultant to talk to employees and find
out what needs to be done to change the situation;
employees will often tell an 'outsider' things that
they would never tell their manager.

25. SIGNS OF BAD CUSTOMER SERVICE- CONT’D
 2. Customer complaints
On average, only around 6% of dissatisfied customers will
actually take the time to complain. So, out of all the customers
who encounter a problem, 94% won't tell you (but they'll tell
their friends and family, of course).
 So if management sees that there are very few
complaints, that doesn't mean that customer service is perfect
at all. If employees have not built relationships with
customers, many customers will defect without any further
prompting. Make sure that your front line teams are required
to record all complaints and any action taken to solve them.
Complaints data should be treasured, documented, and
shared with management. If you're not getting complaint data
from the front line, there's a serious problem.

26. SIGNS OF BAD CUSTOMER SERVICE- CONT’D
 3. Employees aren't empowered to handle problems
Unless front line employees are empowered to resolve
customer complaints and problems without resorting to
calling supervisors or referring the customer to a
manager, customer service - and the company's
reputation - will suffer greatly. Customer issues should
be handled from start to finish by the same person if at
all possible. Customers do not want to wait or, even
worse, be transferred to multiple people to have their
problems solved. There is nothing worse than having to
repeat the problem over and over again to different
people. This is where you need employee training and
empowerment: give the whole customer-facing team the
knowledge, tools, and authority they need to defuse
angry customers.

27. SIGNS OF BAD CUSTOMER SERVICE- CONT’D
 4. Loss of long-term customers
When a long-term customer leaves, you need to
notice it and query it. When you have built a long-
term relationship with a customer, your ability to
retain that customer significantly increases. So
when a customer who would normally give you the
benefit of the doubt takes their business
elsewhere, the problem is almost always the
service they've received. Try to find out the real
reason they defected, and use that information to
prevent it from happening again. Remember that
flexibility is needed in order to make changes in the
company based on information from lost customers.

28. SIGNS OF BAD CUSTOMER SERVICE- CONT’D
 5. Fewer referrals
A business with delighted customers should always be
gaining new customers from referrals. If your service
isn't good, referrals will drop off first - even before your
existing customers defect to a competitor. This makes
the continual monitoring of referral levels one of the
most powerful indicators of ongoing customer
satisfaction. To quote a wise mentor, "Satisfied
customers buy from you, but delighted customers sell
for you." Also, if you're gaining lots of new customers but
losing just as many existing customers, this indicates a
serious disparity between what your brand is promising
and what it actually delivers.

29. SIGNS OF BAD CUSTOMER SERVICE- CONT’D
 6. Low morale
Employees' morale is something that shows whenever
they interact with customers, and the customer is quick
to pick up on negative sentiment toward the company.
While low morale is not always a result of poor customer
service (although it can be due to a lack of
empowerment), it always creates poor service. If this is
the case, the management needs to try to instill a sense
of pride throughout the company, and offer employees
some well-deserved rewards and recognition. Empower
employees to make decisions (within reasonable
limits), and train them to make good decisions that have
both the customer's and company's interests at heart.
.

30. DO’S AND DON'TS OF HANDLING CUSTOMERS’
COMPLAINTS
 Do have a person or people designated to handle
complaint.
 Do act helpful and willing to give guidance.
 Do direct them to a person who can resolve or
settle the complaint
 Do not argue with them.
 Do not continue to transfer them to people who
cannot resolve or settle their complaint.

31. PRACTICAL MODELS FOR ENHANCING
CUSTOMER SATISFACTION
There are indeed, many models for measuring and
enhancing Customer Satisfaction. One of these is Batho
Pele Principles.
These are built on the following:
1. Consultation- Customers should be consulted on level
and quality of service.
2. Service Standard- They should be informed of the level
and quality of service they will receive so that they are
aware of what they should expect.
3. Access; Equal access to service that they are entitle to
4. Courtesy; Customers should be treated with courtesy
and consideration.

32. PRACTICAL MODELS FOR ENHANCING
CUSTOMER SATISFACTION- CONT’D
5. Information: Full and timely access to information that
they require using appropriate medium.
6. Openness and Transparency: Customers should be
aware of how organization are run and who is in-
charge of what.
7. Redress: If promised standard in not
delivered, customers should be offered an apology and
full explanation and a speedy and effective remedy;
and when complaint are made, customers should
receive a sympathetic, positive response.
8. Value for Money- Possibly, customers should get best
value for their money

33. CONCLUSION
Customer service, like any aspect of business, is a
practiced art that takes time and effort to master. All
you need to do to achieve this is to stop and switch
roles with the customer. What would you want from
your business if you were the client? How would you
want to be treated? Treat your customers like your
friends and they’ll always come back.
ALL THESE WOULD NEVER BE POSSIBLE
WITHOUT POSITIVE ATTITUDE