The Bridge to Our Customers

Customer Delight
By: Syed Mubashir Ali
Objectives
Understand the importance of Customer & Customer Service
Understand Moment of Truth & Service-Profit Chain
Understand & create Customer Delight
A customer is not just money in the cash register.
They are human beings with feelings and deserve to be
treated with respect.
Is a person who comes to us with their needs and
wants. It is our job to fill them.
Deserves the most courteous attention we can give
them. They are the lifeblood of every business.
Who are Customers?
TEAM = Together Everyone Achieves More
Facts about Customers
The Customer is the business biggest asset

The Customer pays all our salaries wages and
bonuses

The customer will go where he/she receives the best
attention

There is no profit, no growth, no jobs without the
customer


Hence, You must be your customers best choice!
7 out of 10 complaining customers will do business
with you again if you resolve the complaint in their
favor.
If you resolve a complaint on the spot, 95% will do
business again.
Facts about Customers
It is amazing how much you
can accomplish when it doesn't
matter who gets the credit.


Why Should We Be Concerned?
In the average business, for each customer who
complains there are 26 who feel the same way and
dont speak up.

The customers who feel poorly served will tell
between 8 and 16 people about their negative
experience.
Technical Assistance Research, Inc.
9%
9%
13%
69%
Others

Product
Dissatisfaction

Better Prices
Elsewhere
Poor Service
Why Customers leave?

What qualities are important to
our customers?
Accuracy
Friendliness
Timeliness
Efficiency
Courtesy
Honesty

Any or all interactions which the customer has with
your organization while conducting business

It is the ability to provide a service or product in the
way it has been promised

It is also about treating customers with respect,
individuality, and personal attention
Customer Service
Coming together is a beginning.
Keeping together is progress.
Working together is success.

Henry Ford
Moment of Truth
Any point in interaction during which the
Customer has an opportunity to form an
Impression (negative or positive) about the
Company through its services
Moment of Truth
When a moment of Truth for a customer
has been a negative experience, it
becomes a Moment of Misery

On the other hand, when the interaction
has been extremely positive, it becomes a
Moment of Magic for the customer
There is no "I" in "TEAMWORK".
Teamwork: Simply stated, it is less me and more we
The Service-Profit Chain
Good Service Satisfied
Customers
Higher Sales
High Revenue/
More profits
Higher Incentives/Bonus to
Employees
Service-oriented employees
Customer Delight
Customer Delight
Exceeding customers expectation is delighting
customers

The customer reacts with a wow in return for the
product/service

Every interaction with the customer has an
opportunity to create delight

The challenge is to consistently maintain the delight
factor
sure, certain, clear, convinced, assured, confident,
irrefutable, definite, explicit, clear-cut,
conclusive, categorical, decisive, unquestionable,
confirmed, certain, optimistic, confident,
constructive, helpful, encouraging, affirmative,
progressive, upbeat.