Customer Delight

Customer?!

&

Should we spend time to know how to treat someone who writes our

paycheck, provides Bread & Butter?

Objective

PERCEPTION ABOUT WORK

Quality

Quality is the ongoing process of building and sustaining relationships by assessing, anticipating, and fulfilling stated and implied needs.

Sense of Belongingness

Self Image

Goal Setting

Listening

Active Listening – Road Blocks

• DAY DREAMING• REHEARSING• FILTERING• JUDGING• DISTRACTIONS

Active Listening Skills

• PARAPHRASING• REFLECTION OF FEELINGS• CLARIFICATION

POSSIBLE RESULTS OF CUSTOMER INTERACTION

WE CUSTOMER

WINWIN WINWIN

LOSE WINWIN

LOSE LOSE

TEAMWORK

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