Housekeeping mobile phones break times toilets emergencies
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Slide 3
Workshop overview At this workshop the following will be
addressed: identification of customers and their needs meeting
customer needs generating customer loyalty making it possible for
customers to complain making unhappy customers loyal customers
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Slide 4
Workshop expectations What do you know about the topic? What do
you need to know? What outcomes do you expect from this workshop?
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Slide 5
Topic 1 Customers: Who are they? smallprint 5
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Identification smallprint 6
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Interfaces smallprint 7 Refining operations Manufacturing or
processing operations Wholesale operations Retail operations End
user Internal customers/ suppliers Stakeholder/ shareholder/
customer interests Interfaces Customer research Product design
Supply/sale/delivery Inputs and constraints Supply/sale/delivery
Other
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Focus It must be all about the customers. If customer needs are
not met there will be no customers. No customers = no sales = no
income. smallprint 8
Slide 9
What do you like? smallprint 9 What you perceive as quality
might be viewed quite differently by your customers.
Slide 10
Ask questions You might be surprised about what your customers
need and want. smallprint 10
Slide 11
Bundles Create a bundle that makes the customer happy.
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Activity smallprint 12
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Topic 2 Happy customers. smallprint 13
Slide 14
Do your customers trust you? Build relationships smallprint
14
Slide 15
Value propositions smallprint 15 Dunno But what is good
value?
Slide 16
Generating loyalty Relationships imply: trust honesty
interaction common interests intent to continue interacting
reliability consistency smallprint 16
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Consistency smallprint 17
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Activity smallprint 18
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Topic 3 Different needs, different issues. smallprint 19
Slide 20
Getting along with people smallprint 20
Slide 21
Meet the challenge value your customers smallprint 21
Slide 22
Customers dont expect you to be perfect. smallprint 22 They do
expect you to fix things when they go wrong. (Donald Porter)
Slide 23
Negotiate a mutually acceptable solution smallprint 23
Slide 24
Activity smallprint 24
Slide 25
Topic 4 smallprint 25 Effective problem solving = customer
satisfaction.
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Collect feedback smallprint 26
Slide 27
Analyse and act smallprint 27
Slide 28
Loyalty Being on par in terms of price and quality only gets
you into the game. Service wins the game. (Tony Alessandra)
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Slide 29
Activity smallprint 29
Slide 30
Summary Before leaving today please share: 1 thing you learned
1 new practice you will undertake at work 1 activity you enjoyed
Thankyou for your attendance and participation. smallprint 30
