Customer Satisfaction – ONE KEY GOAL OF ALL BUSINESS IS TO ACHIEVE CONTONUOUS AND HIGH LEVEL

OF CUSTOMER SATISFACTION IN TE DELIVERY OF SERVICES

BASIS OF LONG TERM PROFITABILITY AND BUSINESS GROWTH

SERVICE QUALITY-

Reliable- airline ontime

CUSTOMER DELIGHT WHY IS CUSTOMER SATISFACTION IS SO IMPORTAT IN EVERY BUSINESS. SIPLY

BECAUSE CUSTOMERS MAKE THE BUSINEE LIVE. NO CUSTOMER, NO PROFIT, NO BUSINESS.

? Its because customers are sole reason your business exists business. They keep the business alive.
They are the one who buys the product. They are the one who brings money in a business. So it is only
right to give them satisfaction in whatever they buy. No customers. No profit. Goodbye business.

CUSTOMER ATTRITION- loss of customers

aALSO KNOWN AS LOSING CLIENTS, DECREASING CUSTOMERS.

ACCDG TO PETERS CUSTOMERS LEAVCE BEC.

15% QUALITY - QUALITY IS SO IMPORTANT. IF YOUR SERVICES OR PRODUCT IS NOT GOOD THE I WILL
NOT COME BACK.

EXAMPLE THERE’S THIS SALON A AND SALON B

SALON A SAME PRICE LANG YUNG MANI AND PEDI NILA SA MAGKAKATALO NA LANG SA QUALITY NG
SERVICE NILA YUNG SALON A INDI MAGADA YUNG PAGKAKA NAIL POLISH SA KANYA UNLIKE SA

15% PRICE – PRICE IS A GAME CHANGER NO MATTER HOW GOOD YOYR PRODUCT IS IF IT IS PRICEY THE
CUSTOMER TEND TO NOT AFFORD IT AND JUST SETTLE TO A MEDIOCRE PRODUCT BUT AFFORDABLE.

YUNG PRICE NG PRODUCTS MO AY HINDI ANGKOP SA BUDGET NG TARGET MATKER MO. BALE WALA
RIN KASI HINDI NAMAN NILA AYING BILHIN AKAHIT GAANO PA NILA KA GUSTO MOST IMPORTANT
FACTORS FOR CNSUMERS. WHETER T BUT OR NOT TU BUY

IT IS IMPORTANT NA PASOK YUNG PRICE NG PRODUCTS MO SA BUDGET NG TARGET CUSTOMERS.

WXAMPLE. TAG 500 NA PRODUCT SA ISANG STUCENT CUSTOMER DI BA

70% DID NOT ENJOY DOING BUSINNESS

EXAMPLE RECENTLE LANG WE WENT TO UNIWIDE NEAR BPI FAMILIAR?? SO ANG SYSTEMA KASI DUN IS
KUNG SAANG FLOOR KA DUN KA LANG PWEDENG MAGBAYAD SA COUNTER NA YUN SO NUNG NASA
INIWAN NAMIN SA FIRST FLOOR YUNG BASKET NAMIN SO NAMILIL KAMI SA TAAS SO NUNG PAGBALIK
KO SA 1ST FLOOR WALA NA YUNG BASKET SO TINANTIONG KO YUNG ERSONNEL BINALIK NA DAW NYA
KASI AKALA NYA HINDI NA NAMIN BIBILHIN WALA PA KAMING 1 HOUR TAPOS DI BA BINALIK SO HINDI
KO NA BINILI.

ISA PA YUNG SA GROCERY STORE NILA, ANG DAMING COUNTER PERO YUNG OPEN LANG WERE LIKE 3-4
COUNTERS TAPOS YUNG MGA BUMIBILI PA DUN IS MGA 3 PUSH CARTS PER PERSON SO ANG TAGAL
NUNG SERVICE NILA NAKAKAINIP.

MISUNDERSTOOD REQUIREMENTS

REUIREMENTS UNDERSTANDING PROBLEMS INEVITABLE LEAD TO POOR CUSTOMER-SUPPLIER

RELATIONSHIPS, UNNECEESSARY RE-WORKS, AND OVERRUNS IN COST AND OR TIME.

CONTRACTUAL AND

NON CONTRACTUAL- OBLIGATION NOT EXPRESSED I A CONTRACT

What is value for money?

Contrary to how it sounds, value for money isn’t just about saving money! It is about
ensuring that the business is efficient, effective, and economical.

Efficiency
This is a measure of productivity – how much you get out in relation to what you put in. It is
the efficiency of converting resources (inputs) into results (outputs).

Effectiveness
This measures the impact of obtaining value for money. It can be quantitative (the amount
of effectiveness) or qualitative (the value of effectiveness).

Economical
This is the price paid (the impact on people as well as actual money spent) for providing a
service at best value, taking price and quality into account.

An internet connection is required at all times

One of the biggest drawbacks of SaaS is the fact that employee's can no
longer work offline when SaaS software services are used and that they must
be connected to the internet whenever they need to use these SaaS software
services. For employees working from within their businesses headquarters or
for employees who have a dedicated internet connection at home, this is not
too much of a problem.

However, for employees who work from a mobile device such as a laptop or for
employees who are constantly on the move, this is obviously a problem. For example
how will an employee who is constantly travelling be able to get any work done and
will they have to constantly keep paying for single day internet access in an internet
café or in their hotel, in order to get any work done. These costs for single day internet
access can very quickly add up and completely negate the cost saving benefits of
SaaS.

One way for employees (who are constantly on the move), to receive the benefits of
SaaS but at the same time, free themselves from the constraints of constantly requiring
an internet connection in order to get any work done, involves using Software plus
Service. This is a compromise between having a complete SaaS solution and having a
complete traditional on-premises software solution and it gives businesses the best of
both worlds.

The security and control of your data is no

longer in your own hands
When using SaaS, some if not all of the data of a business will be stored on their SaaS
service provider's data centres. Although most businesses will be happy after
implementing SaaS, because they no longer have to deal with the management of
software applications, most businesses will not like the idea of giving control of their
data to someone else.

business has no idea how their SaaS service provider will secure their data and what
backup procedures that their service provider will have in place. The only thing that a
business can go by, is the word of their service provider confirming that they will
ensure that their clients data will be well looked after. To ensure that their data is well
looked after, a business must ensure that their service provider writes down exactly
how their clients data will be secured, in their Service Level Agreement contract.

Selecting a well known SaaS vendor or a software service provider with a good
reputation, will also give businesses peace of mind. For example a business is much
more likely to feel comfortable allowing a massively popular and well known
organization like Microsoft or Google to look after their data, rather than some
obscure software service provider, without any history. Businesses should always try
to find out as much background information about their SaaS service provider that
they can, before signing any contracts, to ensure that their SaaS service provider is a
good, honest and reliable company

You can no longer control what version of a

software application that you are going to use
Although SaaS is great because software applications are constantly up to date,
sometimes a business is better of using an older version of a software application but
SaaS just does not allow this. For example businesses may wish to use an older
version of a software application because this older version is stable or because it is
compatible with their existing software applications but with SaaS, businesses only
have access to the most current versions of an application.

Again this is good because a business is constantly up to date but the fact that
businesses do not have the choice to use older versions of a software application is the
negative thing.

The general policy for most businesses when a new software application comes out is
to wait a little while before installing this software application so that any bugs or
'teething' problems can be fixed. However, with SaaS, businesses do not have this
option and are either stuck with the very latest version of a software application (even
though this may have bugs) or no software application at all.
You lose your freedom and are effectively at
the control of your software vendor
This is the main problem with SaaS, the fact that businesses lose their freedom and are
effectively at the will of their SaaS service provider. For example, with a traditional
software application, a business pays for this software application with a single
upfront payment. After this, the software application is effectively in their control and
they can do whatever they want with it (as long as they are not breaching their
software vendor's terms and conditions, such as copyright, licensing, etc).

However, with SaaS software services a business must continuously keep

paying their SaaS service provider in order to access the software services
that they require. If they accidentally fail to pay their service provider for one
month (if they are paying monthly), then they risk losing their software
services.

If their SaaS service provider changes its payment rate, then a business has
to pay for their software services at this revised payment rate. If a SaaS
service provider faces internal problems, then their clients will also be affected
by these problems. Clearly SaaS is not perfect and at times it may seem that
it is the service provider who benefits the most out SaaS (because they are
the ones who are in control and calling all the 'shots').

However, businesses can still benefit from implementing SaaS as long as they
choose a reputable SaaS service provider and have a solid Service Level
Agreement contract in place. By having a solid Service Level Agreement
contract in place, businesses can prevent their SaaS service provider, from
abusing their position of power.

First let us understand the difference between two entities.

Both product based company and service based company sells a product. The difference is a
product based company actually markets a physical, tangible product, whereas service based
company sells their skills as the product.
 To clear the difference let me state few examples for clarity of thought.

Product Based Company: Honda , BMW, Ferrari,

Service Based Company: IBM, Accenture, TCS, Infosys, HCL

Cisco Systems build Switches, Routers,Firewalls, IP Phones etc. or we can say IP based
networking products. It provides services such as Technical Services ( Cisco TAC*) and
Advanced Services( NCE*, HTTS*) and many more which helps in servicing these products
and provide IT solutions to its customers.

*Acronyms:
TAC - Technical Assistance Centre
NCE - Network Consulting Engineer
HTTS - High Touch Technical Support Service

One can infer from above that Cisco Systems has physical, tangible products and provide
services (skills) to its clients on product usage in the industry across the globe.

da·ta·base man·age·ment sys·tem

noun
COMPUTING
1. software that handles the storage, retrieval, and updating of data in a computer system.
Well... It all basically started with the database product. But now, you can summarize oracle
as an enterprise software company. What it means is, that once a certain company's
business grows, then emerge very crucial needs of managing and monitoring a lot of data.
This now goes beyond the boundary of simple storage. There are needs like managing
finance data, the employee records, sales records, payroll data, access for various people to
various systems in the company, requests and approvals for expense re-reimbursements
and what not. Oracle provides software solutions for automating such kind of requirements
in an enterprise.
Now, as we can see, not a single guy can handle all those things mentioned above (neither
it's a good idea to give all the rights to one person), so there are certain people designated as
admins from each area who basically play around in the admin consoles of the software
handling their requirement and if need be, do some configuration changes. Also, it's great to
point this out that a guy who is an admin of a payroll system might know all his accountancy
very well but might be totally unaware about how the data is being stored in tables at the
back-end DB. So, from that perspective, these software are intended to provide an easy-to-
operate abstractions over all the technicalities of a database where all their crucial matter is
located.
As the old verse goes, “Make new friends, but keep the old. One is silver, the other
gold.” Similarly, a long-term customer is of more value than a single-deal
customer, and it’s a lot less expensive to keep a current customer than to acquire
a new one. This is not to say that we shouldn’t go out and get new customers, but
if we can keep a larger percentage of those customers for a longer life cycle, we
build on a revenue foundation that is more profitable and predictable; two factors
that have created tremendous wealth for entrepreneurs.

How can we make every customer a long-haul partner? Keeping track of

customer satisfaction is an obvious method, as is continuously innovating to stay
aligned with customer needs in an ever-changing market. However, there is
another, simpler avenue that is both overlooked and underrated. That is the art of
staying connected.

Here’s a worrisome statistic. According to a Bain & Company study, 60-80% of

customers who describe themselves as satisfied do not go back to do more
business with the company that initially satisfied them. How can that be? Often
it’s due to a lack of connection. Customer satisfaction and loyalty mean nothing if
you can’t remember exactly who it was that did that phenomenal job of cleaning
your carpets two years ago, or where that little jewelry shop is that did such a
great job of resetting your diamond when it was loose last year. Disconnection is
the reason why so many one-time sales that are completely satisfying (silver)
never translate into lifetime customer value (gold).

Customers have so many different choices. It’s no wonder why connections have
been difficult to maintain in the past. However, with advances in technology,
there’s no longer any reason businesses can’t have a personal, one-on-one
relationship with every single customer they serve.

There is an easy fix according to Randy Garn, one of the founders of Skipio, a
customer connection company. “In today’s fast paced business environment
there’s a disconnect, and it’s a big one. Business owners are consistently focused
on acquiring new customers through “innovative” marketing campaigns. They
want a better go-to-market strategy, stronger billboards and catchier marketing
phrases. But their customers have never felt more detached. With today’s
technology it is now possible to have a person-to-person relationship with every
customer. The more personal and authentic the relationship, the more
indispensable it becomes.”

This personal connection goal is no problem with five customers, but what if your
company has hundreds? How can you stay in touch with each one in a
meaningful, genuine way?
Garn continues, “When you connect on a personal level with a simple unexpected
text saying, 'Hello, Dave. Just touching base. Hope you and the family are doing
well. How’s your new car running? We’re here if you need anything,' something
magical happens. Customers feel good about themselves and, in turn, they feel
good about you. When you connect with your customers on an emotional level,
they will never go anywhere else.”

Skipio advises that a texting system works best when following a few simple
rules:

1. It should be used for the purpose of staying connected to existing

customers, not making sales to new customers

2. Don’t use the system to sell anything to your existing customers—if you
connect, they will buy

3. Communicate gratitude for your customers’ business more than

once, and not just when they buy

4. Validate your customers—their importance, their hard work and

their value, and do it consistently over an extended period of time

5. Make your messages personal to customers, using their first name

and highlighting something special about them with each
communication

For a business to survive in coming years, it’s critical to personally connect with
every customer because with advances in technology and increased competitive
pressures, if you don’t connect someone else probably will.

Why should we consider staying in contact with customers via text messages
versus other methods?

 64% of Americans prefer getting customer support via SMS (Harris

Research, 2014)

 The read rate of text messages is far higher than that of any other
medium

 Text messages don’t go into junk mail

 96% of all text messages worldwide are opened and read within two
minutes
here are certain customer service skills that
every employee must master if they are
forward-facing with customers.
Without them, you run the risk of finding your business in an
embarrassing customer service train-wreck, or you'll simply lose
customers as your service continues to let people down.

1. Patience
If you don't see this near the top of a customer service skills list,
you should just stop reading.

Not only is patience important to customers, who often reach out

to support when they are confused and frustrated, but it's also
important to the business at large: we've shown you before
that great service beats fast service every single time.

Yet patience shouldn't be used as an excuse for slothful service

either!

Derek Sivers explained his view on "slower" service as being an

interaction where the time spent with the customer was used to
better understand their problems and needs from the company.

If you deal with customers on a daily basis, be sure to stay patient when they come to
you stumped and frustrated, but also be sure to take the time to truly figure out what
they want — they'd rather get competent service than be rushed out the door!
2. Attentiveness
The ability to really listen to customers is so crucial for providing great service for a
number of reasons.

Last week I went over a few customer feedback systems, and long before that I showed
you the data on why listening to customer feedback is a must for many businesses who
are looking to innovate.

Not only is it important to pay attention to individual customer interactions (watching

the language/terms that they use to describe their problems), but it's also important to
be mindful and attentive to the feedback that you receive at large.

For instance, customers may not be saying it outright, but perhaps there is a pervasive
feeling that your software's dashboard isn't laid out correctly. Customers aren't likely to
say, "Please improve your UX!", but they may say things like, "I can never find the
search feature," or, "Where is the _____ function at again?"

What are your customers telling you without saying it?

An example: The last time I went to get work done on my car, I was told by an
employee that if I wanted to get an oil change, it would be "included" in my final bill.

I thought that meant I'd be getting it for free, yet as it turns out, that wasn't the case.
The employee apologized and I truly believe it was an accident (they just worked there),
but I haven't been back to that shop since because of the miscommunication.

When it comes to important points that you need to relay clearly to customers, keep it
simple and leave nothing to doubt.
Clear communication is hard to achieve, especially through a computer screen. Get the
guide on How to Talk to Your Customers.

4. Knowledge of the Product

The best forward-facing employees in your company will work on having

a deepknowledge of how your product works.

It's not that every single team member should be able to build your product from
scratch, but rather they should know the ins and outs of how your product works, just
like a customer who uses it everyday would.

Without knowing your product from front-to-back, you won't know how to help
customers when they run into problems.

..

 Without positive language: "I can't get you that product until next month; it
is back-ordered and unavailable at this time."

 With positive language: "That product will be available next month. I can
place the order for you right now and make sure that it is sent to you as soon as it
reaches our warehouse."

The first example isn't negative by any means, but the tone that it conveys feels abrupt
and impersonal, and can be taken the wrong way by customers.

Conversely, the second example is stating the same thing (the item is unavailable), but
instead focuses on when/how the customer will get to their resolution rather than
focusing on the negative.
6. Acting Skills

Sometimes you're going to come across people that you'll never be able to make happy.

Situations outside of your control (they had a terrible day, or they are just a natural-
born complainer) will sometimes creep into your usual support routine, and you'll be
greeted with those "barnacle" customers that seem to want nothing else but to pull you
down.

Every great customer service rep will have those basic acting skillsnecessary to maintain
their usual cheery persona in spite of dealing with people who may be just plain grumpy.

7. Time Management Skills

Hey, despite my many research-backed rants on why you should spend more time with
customers, the bottom line is that there is a limit, and you need to be concerned with
getting customers what they want in an efficient manner.

The trick here is that this should also be applied when realizing when you
simply cannot help a customer. If you don't know the solution to a problem, the best
kind of support member will get a customer over to someone who does.

Don't waste time trying to go above and beyond for a customer in an area where you will
just end up wasting both of your time!

8. Ability to "Read" Customers

You won't always be able to see customers face-to-face, and in many instances
(nowadays) you won't even hear a customer's voice!
That doesn't exempt you from understanding some basic principles of behavioral
psychology and being able to "read" the customer's current emotional state.

This is an important part of the personalization process as well, because it takes

knowing your customers to create a personal experience for them.

More importantly though, this skill is essential because you don't want to mis-read a
customer and end up losing them due to confusion and miscommunication.

Look and listen for subtle clues about their current mood, patience level, personality,
etc., and you'll go far in keeping your customer interactions positive.

9. A Calming Presence

There's a lot of metaphors for this type of personality: "keeps their cool," "staying cool
under pressure," etc., but it all represents the same thing: the ability that some people
have to stay calm and even influence others when things get a little hectic.

I've had my fair share of hairy hosting situations, and I can tell you in all honesty that
the #1 reason I stick with certain hosting companies is due to the ability of their
customer support team to keep me from pulling my hair out.

The best customer service reps know that they cannot let a heated customer force them
to lose their cool; in fact it is their job to try to be the "rock" for a customer who thinks
the world is falling down due to their current problem.

10. Goal Oriented Focus

This may seem like a strange thing to list as a customer service skill, but I assure you
that it is vitally important.
In my article on empowering employees, I noted that many customer service experts
have shown how giving employees unfettered power to "WOW" customers doesn't
always generated the returns that many businesses expect to see.

That's because it leaves employees without goals, and business goals + customer
happiness can work hand-in-hand without resulting in poor service.

Relying on frameworks like the Net Promoter Score can help businesses come up with
guidelines for their employees that allow plenty of freedom to handle customers on a
case-to-case basis, but also leave them priority solutions and "go-to" fixes for common
problems.

» Read more about this concept here.

11. Ability to Handle Surprises

Sometimes the customer support world is going to throw you a curveball.

Maybe the problem you encounter isn't specifically covered in the company's guidelines,
or maybe the customer isn't reacting how you thought they would.

Whatever the case, it's best to be able to think on your feet... but it's even better to create
guidelines for yourself in these sorts of situations.

Let's say, for instance, you want to come up with a quick system for when you come
across a customer who has a product problem you've never seen before...

 Who? One thing you can decide right off the bat is who you should consider your
"go-to" person when you don't know what to do. The CEO might be able to help
you, but you can't go to them with every single question! Define a logical chain for
 yourself to use, then you won't be left wondering who you should forward the
problem too.

 What? When the problem is noticeably out of your league, what are you going to
send to the people above? The full conversation, just the important parts, or
maybe some highlights and an example of a similar ticket?

 How? When it comes time to get someone else involved, how are you going to
contact them? For instance, at Help Scout we prefer to solve small dilemmas over
chat, and save bigger problems for email, keeping inbox clutter down to a
minimum.

12. Persuasion Skills

This is one a lot of people didn't see coming!

Experienced customer support personnel know that oftentimes, you will get messages in
your inbox that are more about the curiosity of your company's product, rather than
having problems with it.

(Especially true if your email is available on-site, like ours)

To truly take your customer service skills to the next level, you need to have some
mastery of persuasion so that you can convince interested customers that your
product is right for them (if it truly is).

It's not about making a sales pitch in each email, but it is about not letting potential
customers slip away because you couldn't create a compelling message that your
company's product is worth purchasing!
13. Tenacity

Call it what you want, but a great work ethic and a willingness to do what needs to be
done (and not take shorcuts) is a key skill when providing the kind of service that people
talk about.

The many memorable customer service stories out there (many of which had a huge
impact on the business) were created by a single employee who refused to just do the
"status quo" when it came to helping someone out.

Remembering that your customers are people too, and knowing that putting in the extra
effort will come back to you ten-fold should be your driving motivation to never "cheat"
your customers with lazy service.

14. Closing Ability

To be clear, this has nothing to do with "closing sales" or other related terms.

Being able to close with a customer means being able to end the conversation with
confirmed satisfaction (or as close to it as you can achieve) and with the customer
feeling that everything has been taken care of (or will be).

Getting booted after a customer service call or before all of their problems have been
addressed is the last thing that customers want, so be sure to take the time to confirm
with customers that each and every issue they had on deck has been entirely resolved.

Your willingness to do this shows the customer 3 very important things:

 That you care about getting it right

 That you're willing to keep going until you get it right

  That the customer is the one who determines what "right" is.

When you get a customer to, "Yes, I'm all set!" is when you know the conversation is
over.

CARING- LET’S BE HONES DI BA KAPAG

OBSERVANT- SHOULD PAY ATTENTION TO TE CUSTOMER,BODY LANGUAGE, SHOULD BE ABLE TO READ

THEIR REQUIREMETS

MINDFUL-