Customer Centricity

1. Customer Centricity BY BarathSurendran For ALL CARGO LOGISTICS – By BarathSurendran

2. Why does your Organization exists? • To create a profit? • To employ people? • To do work? • To serve the customer? For ALL CARGO LOGISTICS – By BarathSurendran

3. Lets Play A GAME – “easy way to win!” For ALL CARGO LOGISTICS – By BarathSurendran

4. What does research says? • 68% companies loose business because of poor customer service. • It takes 5 times to get a new customer than to keep the existing customer. • 95% of all jobs are directly related to customer service. For ALL CARGO LOGISTICS – By BarathSurendran

5. What is the value of a customer? • Life time value of a customer. • Think about your organizational chart! For ALL CARGO LOGISTICS – By BarathSurendran

6. Old school of management is dead! • Change is needed from “Product oriented” into “Customer Oriented”. For ALL CARGO LOGISTICS – By BarathSurendran

7. What is significant? • Repeat business from customers is the key area to concentrate. • Customer’s perception is the reality! • Look from the customers eyes! • Don’t delay when your customer calls you! For ALL CARGO LOGISTICS – By BarathSurendran

8. True Asset is a satisfied customer! • When a customer comes in contact with your people there is moment of truth! For ALL CARGO LOGISTICS – By BarathSurendran

9. 11 keys for Success! – building a Customer Driven Organization! • Satisfy employees needs – Business cards, free meal (food) everyday! • 3 hour orientation for every employee with the top management. • Service excellence program – recognize outstanding skills in customer service. • Separate committee for service and policy changes. • Have employee focus groups! For ALL CARGO LOGISTICS – By BarathSurendran

10. 11 keys for Success! – building a Customer Driven Organization! • Employee peer evaluation program • Evaluation of managers by the employees • Incentive schemes for Good service. • Personal skills development • Managers need to coach and not police. • Self managed Groups. For ALL CARGO LOGISTICS – By BarathSurendran

11. Building a customer driven organization needs time but transformation from Inside-Out is the Way to go! For ALL CARGO LOGISTICS – By BarathSurendran

12. 4 Crutial Factors • Customer Input and constant Measurement! • Effective service strategies • Solid support systems (customer friendly support systems) • Service team - Customer friendly people.

13. What do your Customer think of you? • Who the customer is? • Measure what is important to the customer! • Talk to customers! • Get feedbacks from unhappy customers • Develop your strategy to handle your customers! For ALL CARGO LOGISTICS – By BarathSurendran

14. Ask yourself , Are you customer friendly? For ALL CARGO LOGISTICS – By BarathSurendran

15. What do my customers want from me and from my company? Reliability and Dependability Accuracy And competence! For ALL CARGO LOGISTICS – By BarathSurendran

16. How do support areas eg: billing or shipping – work to serve my customers? Caring for your Customer! Empathy and Trust! For ALL CARGO LOGISTICS – By BarathSurendran

17. What are the details – little things that make a big difference in my customers satisfaction? Responsiveness! Tangibility! For ALL CARGO LOGISTICS – By BarathSurendran

18. Reliability! – Keeping your Promise and Deliver your Goods! Example : See FedEx Video For ALL CARGO LOGISTICS – By BarathSurendran

19. What if you are unable to keep up your promise? • The First thing to do is to apologize. • Don’t waste time scapegoating – blaming yourself, your company or your customer. For ALL CARGO LOGISTICS – By BarathSurendran

20. Service doesn’t end with the sale, it just Begins! For ALL CARGO LOGISTICS – By BarathSurendran

21. Responsive! – Doing things in a timely fashion is more important! Don’t make your customer wait too long! For ALL CARGO LOGISTICS – By BarathSurendran

22. High quality service boils down to caring and competence. Customer service is more than just smiles and happy faces! Courtesy and respect! Good Manners and Civility! For ALL CARGO LOGISTICS – By BarathSurendran

23. Trust is built on honesty, knowledge and knowhow! • Product knowledge • Company knowledge • Listening skills • Problem solving skills For ALL CARGO LOGISTICS – By BarathSurendran

24. Be Empathetic – customers want to be treated like individuals! • Stay calm and in control of yourself. Try to solve his problems! • Empathy Vs sympathy • You need to be caring!

25. Tangibles – service is always intangible! • It is the quality of what is accomplished and not the quantity of time! • What maters is: • Cleanliness • Friendliness • Service quality. • Example: • Dun and Bradstreet • Scandinavian Airlines For ALL CARGO LOGISTICS – By BarathSurendran

26. Need to identify both internal and external customers! For ALL CARGO LOGISTICS – By BarathSurendran

27. The ten deadly sins of customer service! • I don’t know • I don’t care • I cant be bothered • I don’t like you • I know it all • You don’t know anything • We don’t want your kind here • Don’t come back • I am right and you are wrong • Hurry up and wait!

28. Handling your customers! • Be honest with yourself and honest with your customers. • Understand Read rules and Blue Rules • Ask relevant questions • Don’t ask too personal questions • Ask the right question • Solve relevant customer problems. For ALL CARGO LOGISTICS – By BarathSurendran

29. Never use • I don’t know • We cant do that • You will have to • Hang on a second, I will be.. • No – when used at the beginning. For ALL CARGO LOGISTICS – By BarathSurendran

30. The Service Recovery Process - how to return a “broken” customerrelationship to good health

31. Lets practice some Games! For ALL CARGO LOGISTICS – By BarathSurendran

32. Increase the outer circle experience! For ALL CARGO LOGISTICS – By BarathSurendran

33. Everyone is into Customer Service! For ALL CARGO LOGISTICS – By BarathSurendran

34. What Customer Wants? For ALL CARGO LOGISTICS – By BarathSurendran

35. Customer Comes First!