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CUSTOMER MANIA

CUSTOMER MANIA. KEN BLANCHARD JIM BALLARD FRED FINCH. WHAT DOES CUSTOMER MANIA MEANS?. CUSTOMER MANIA IS A TRAINING PROGRAMME IT IS NOT JUST AN IDEA,IT IS A MIND SET IT’S ABOUT THINKING LIKE OUR CUSTOMERS AND WINNING THEIR LOYALITY. THE SYSTEM BASED ON CUSTOMER SATISFACTION.

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CUSTOMER MANIA

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  1. CUSTOMER MANIA KEN BLANCHARD JIM BALLARD FRED FINCH

  2. WHAT DOES CUSTOMER MANIA MEANS? • CUSTOMER MANIA IS A TRAINING PROGRAMME • IT IS NOT JUST AN IDEA,IT IS A MIND SET • IT’S ABOUT THINKING LIKE OUR CUSTOMERS AND WINNING THEIR LOYALITY. • THE SYSTEM BASED ON CUSTOMER SATISFACTION.

  3. WHY IS CUSTOMER FOCUS SO IMPORTANT? • YOUR BUSINESS IS NOT ABOUT YOU,IT’S ABOUT THE PEOPLE YOU SERVE • PUT A SMILE ON CUSTOMERS FACE • JOB=CUSTOMERS

  4. STRATEGIES FOR PROVIDING CUSTOMER FOCUS • LAST • LISTEN,APPOLOGIZE,SATISFY,THANK • CHAMPS • CLEAN,HOSPITALLY,PRODUCT QUALITY,SPEED

  5. YOU UNDERSTAND ME • YUM’S PRINCIPLES,YUM’S VALUES • CUSTOMER MANIA(LISTENING TO CUSTOMER) • BELIEF IN PEOPLE(TRUST IN POSITIVE INTENTIONS) • RECOGNITION(FIND REASONS TO CELEBRATE THE ACHIEVEMENTS) • COACHING AND SUPPORT • ACCOUNT ABILITY(WE ACT LIKE OWNERS)

  6. POSITIVE ENERGY • EXECUTIANCE EXELENCE • TEAM WORK

  7. LEADERS TARGETS AND STRATEGIES • FOCUSING PEOPLE’S ATTENTION ON MORE THAN MAKING MONEY • CUSTOMER FOCUSED COMPANY,EVEN IF IT IS SMALL OR LARGE COMPANY

  8. 4 STEPS OF CUSTOMER MANIA • STEP ONE:SET YOUR SIGHTS ON THE RIGHT TARGET AND VISION. • STEP TWO:TREAT YOUR CUSTOMERS RIGHT. • STEP THREE:TREAT YOUR PEOPLE RIGHT. • STEP FOUR:HAVE THE RIGHT KIND OF LEADERSHIP.

  9. SOME STRATEGIES OF DAVID NOVAK TO ACHIEVE SUCCESS: • WALL SPACE:HE PUT THE PICTURES OF PEOPLE WHICH HE IS HONORED,AROUND THE WORLD. • CHALLANGING HIS AUDIENCES(EMPLOYEES),SAYING THEY WERE THE LEADERS. • BASED HIS SUCCESS ON TEAM WORK. • HE BELIEVES THAT THE COMPETITANCE IS A BATTLE AND THE COMPANY MUST WIN IT. • HE BELIEVES THAT NOTHING GOOD EVER HAPPENS BY ACCIDENT.

  10. SOME EXAMPLES OF PIZZA HUT,TACO BELL,KFC: • KFC(AN AMERICAN ICON): • SERVING FOOD WITH HOME STYLE SIDE. • COMPANIES FOUND IN CONVENIENT LOCATION. • PIZZA HUT(ENTREPRENEURIAL SPIRIT): • TWO COLLEGE STUDENTS BORROW SOME MONEY FROM THEIR MOTHER AND ASSOCIATED THIS COMPANY. • TACO BELL(MEXICAN GOES MAINSTREAM): • QUICK SERVICE RESTAURANT. ASSOCIATED ACROSS THE UNITED STATES AND IN EIGHT COUNTRIES AND TWI TERRITORIES AROUND THE WORLD.

  11. COMPETITION IS EVERYWHERE • COMPANIES ARE MOTIVATED TO CHANGE WHEN THEY DISCOVER THE NEW RULE:IF YOU DON’T TAKE CARE OF YOUR CUSTOMERS,SOMEBODY ELSE WILL.

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