Customer Orientation PPT slides
Customer Orientation Level 3
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| Communication Listening to others and communicating in an effective way to encourage open communication. |
| Customer Orientation Anticipates and meets the needs of both internal and external customers in a friendly, prompt and professional manner. Demonstrates the willingness and ability to give priority to customers, while delivering and maintaining high standards of quality and service. |
| Planning & Organizing Defining tasks and milestones to achieve objectives, whilst ensuring the optimal use of resources. |
| Influence & Dependability Persuades others, using different approaches, in order to gain support for a course of action to be adopted and to accept recommendations, cooperation and/or behavior change. |
| Team Working Working collaboratively with others to achieve common goals and positive results. |
| Integrity & Honesty Behaves in fair, and ethical manner showing consistency in words and actions, even when no one else is around. Sets an example of high standards of integrity and honesty through demonstrated performance. |
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Agenda
What does Customer Orientation mean to you?
You as a customer
For your customers
Exploring the buyer’s decision-making process
Structuring successful sales
Why do customers leave?
What could “indifference” mean?
Why service matters
Some statistics
What are Service Standards
Understand the importance of Customer Service Standards
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Introduce the different topics to be discussed.
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What does Customer Orientation mean to you?
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Customer orientation is a business approach in which a company solves for the customer first. It's all about focusing on helping customers meet their goals. Essentially, the needs and wants of the customer are valued over the needs of the business. For customer service, this means your support team is focused on meeting customer needs.
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You as a customer
Your experiences
Share a good service experience
Share a bad service experience
What will be your future actions ‘good service’ and ‘bad service’ provided to you?
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You as a customer
Do you demand action?
Do you make it clear what you want?
Do you lack patience?
Do you tend to speak faster?
Are you focused on results?
Are you usually not interested in detail?
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For your customers
Your customers are people like you
Their reactions will be similar that of yours
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Exploring the buyer’s decision-making process
This buying process is worth considering ,as it can enable you to map behavior in the sales cycle.
The traditional process is follows:
The realization of a need
Searching for information and opinions
specific options Evaluation of against agreed criteria
Purchase
Post-sales evaluation
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In order to be a proactive part of sales experience ,you must understand where your customer is in his or her decision making process, and how you can help them through
that process.
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Structuring successful sales
The sales process needs to follow a similar path to the buying process
Prepare
Connect
Probe
Match
Agree
Close
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(Prepare)
Find out as much as possible about the person you are selling to and investigate what potential needs you may be able to meet
(Connect)
Introduce yourself in some way and start the process of tuning in to the potential customer
(probe)
This stage in the one that is so often missed by pushy salespeople or done in such a way that it lacks integrity or sincerity
(match)
This stage is our opportunity to domonstrated how our product matches the unmet needs the customer
(agree)
This agreement stage is criticlal because it enables the salesperson to help the customer work through common objectionss and become alingned on how the solution matches requirments
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Why do customers leave?
Move away -4%
Friendships -5%
Competition -9%
Dissatisfaction -14%
Indifference -68%
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What could “indifference” mean?
Not being empathetic
Not listening carefully
Not reverting as discussed
Not looking for solution but quoting “Company Policy”
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Why service matters
▪86 % of customers expect better services than they did five years ago.
▪82% of customers will switch loyalty if better services are not given
▪35 % said that a mere ‘Sorry’ would have stopped from moving off.
▪The cost of acquiring new customers is 5 times the cost of keeping old ones happy
▪Old customers bring returns about 3 to 7 times more than a new customer. ▪
Increasing customer retention by 5 % can raise profits by 25 to 30% ▪
Reducing customer problems by 1 % can increase profits a few crores over the years
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Some statistics
Out of 100 dissatisfied customers
Only 4% will complain
96% will just go away
Of those who go away, only 5% will return
91% will never return to you.
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Some Statistics
64% of customers feel companies with which they frequently interface by telephone are not respectful of their time
It takes between 2-5 times the cost to find a new customer as to retain a customer
Reducing these customer defections by 5% could increase profits as much as 50%.
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What are Service Standards
Every organization strives for quality, consistency, efficiency and best practice. Service standards can help ensure your organization in getting the best results and show you how to keep improving.
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Importance of Customer Service Standards
Good service standards are based on a thorough understanding of who your customers are, what they need and/or expect from a product or service you provide.
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Characteristics of Good Service Standards
Relevant to the customer:
Based on consultation:
Measurable:
Ambitious but realistic:
Endorsed by management:
Communicated:
Transparent:
Continuously updated:
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Relevant to the customer: Service standards are consistent with customer priorities. This means they must address aspects of the service that customers value most within available resource allocations.
Based on consultation: Service standards are developed in consultation with customers and staff particularly frontline staff who are responsible for delivering the service. They should also have the support of managements to ensure that they are meaningful and match the organisations’ overall purpose and values.
Measurable: Service standards are quantifiable and linked to monitoring activities. Consistent: Service standards should be consistent across the board. For example, customers who visit a Sainsbury’s store in South London expects the same treatment if they visit another store in North London. Similarly, a customer who interacts with your reception staff expects the same high standards when they interact with your catering staff. It is also easier to share best practices and adopt common approaches when standards are approached in an integrated manner.
Ambitious but realistic: Service standards are realistic, based on analysis and consistent with objectives you want to achieve, yet sufficiently challenging to the customer service team.
Endorsed by management: Service standards are understood and endorsed by senior management. Communicated: Service standards are clearly communicated to customers, staff, and other stakeholders to help manage expectations.
Transparent: Service standards should be stated clearly and well documented. They should also be monitored and performance results should be shared with relevant stakeholders.
Continuously updated: Service standards are regularly reviewed and updated as appropriate.
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Benefits of Good Service Standards
Service standards provide the behavioral template by making expectations clear
Service standards lead to consistent service and can be a valuable training resource
They set benchmarks that can be used to monitor and improve service standards
They provide the proper tools to help staff achieve standards set
They provide necessary tools to evaluate current customer service quality
They provide information that helps pinpoint problems areas in service so corrections can be made
They create an environment where rewards can be given based on whether standards are reached and maintained
Service standards can also form a valuable part of marketing material, whether in print or web form
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Steps for developing Customer Service standards
1. Establish Priorities for Service Standards
2. Plan and develop
3. Implement the standards
4. Measure performance against service standards
5. Act on the results
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Successful customer
Present customer benefit
Focus on collecting information from customer
Put customer needs at the center-stage, not your product/ service
Customers open up slowly; don’t force the pace
First impressions are very important- be polite and tactful
Try and assess personality type of customer. Don’t make hasty judgments.
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Any questions or queries please contact: talent.development@fahretail.com
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6 CORE/BEHAVIOUR COMPETENCIES
6 CORE/BEHAVIOUR COMPETENCIES
6 CORE/BEHAVIOUR COMPETENCIES