Customer Delight: The Key to Long-Term Success

Customer Delight The Bridge to Our Customers

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SERVICE v/s SERVICES ,[object Object],[object Object]

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Share an experience of Good Customer Service…

Share an experience of Bad Customer Service…

CLIENTS… ,[object Object],[object Object],[object Object],[object Object],[object Object]

HOW CUSTOMERS DEVELOP EXPECTATIONS? ,[object Object],[object Object],[object Object],[object Object]

WE FOLLOW THE FACTS ,[object Object],[object Object],[object Object],[object Object],[object Object]

WE FOLLOW THE FACTS ,[object Object],[object Object],[object Object]

Customers leave ,[object Object],Others Product Dissatisfaction Better Prices Elsewhere Poor Service

Moment of Truth ,[object Object],[object Object],[object Object],[object Object]

QUALITY OF EXPERIENCES AFFECTS CUSTOMER PERCEPTIONS Moments of Magic Define the Customer’s Moments of Misery ‘ Moments of Truth’

MOMENT OF TRUTH ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The Service-Profit Chain Good Service – Satisfied Customers Higher Sales High Revenue/ More profits Service-oriented employees

Different Customers & Handling them

CUSTOMER ,[object Object],[object Object],[object Object]

FEW THINGS CUSTOMER WANTS ,[object Object]

ACCESSIBLE ,[object Object],[object Object]

WE RESPOND IN A TIMELY MANNER ,[object Object],[object Object]

WE LISTEN TO OUR CUSTOMERS ,[object Object],[object Object],[object Object]

WE TREAT OUR CUSTOMERS WITH RESPECT ,[object Object],[object Object],[object Object]

WE DON’T ARGUE WITH OUR CUSTOMERS ,[object Object],[object Object],[object Object]

WE HONOUR OUR COMMITMENTS ,[object Object],[object Object],[object Object]

WE DO WHAT WE SAY ,[object Object],[object Object],[object Object]

WE FOCUS ON MAKING CUSTOMER RELATIONSHIPS ,[object Object],[object Object]

WE ARE HONEST ,[object Object],[object Object],[object Object],[object Object]

WE ADMIT WHEN WE MAKE A MISTAKE ,[object Object],[object Object]

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