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How to satisfy both internal and external customers

How to satisfy both internal and external customers. Group 3: Teang Sokunthea Nov Meansabay Len Sreysophea Seng Sovanny Nuon Rodina Try Samros. Internal Customers. Who are your internal customers? - people who use your services and reside in the same company.

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How to satisfy both internal and external customers

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  1. How to satisfy both internal and external customers Group 3: Teang Sokunthea Nov Meansabay Len Sreysophea Seng Sovanny Nuon Rodina Try Samros

  2. Internal Customers • Who are your internal customers? - people who use your services and reside in the same company. • Why we need to satisfy internal customers ? -Because when we look after our staff well, our staff look after our customers well.

  3. How to satisfy internal customer • Provide a customer service training • Promote teamwork • Provide support • Understand their importance • Take time to listen to them • Respect their ideas, supports • Operating an 'open door' policy • Recognize and appreciate their works

  4. External Customers • Who are your external customers? - people who you do business with or the people who your company provides the services to. • Why we need to satisfy external customers ? -Because want the best value, the best service from start to finish.

  5. How to meet their needs? • Knowing Customers’ Perceptions of Quality 1. Performance 2. Features 3. Service 4. Warranty 5. Price 6. Reputation

  6. How to meet their needs? • Feedback 1. Comment Card. 2. Customer Questionnaire. 3. Focus Groups. 4. Toll Free Telephone No. 5. Customer Visits. 6. Report Card. 7. Internet & Computer. 8. Employee Feedback. 9. Customer complaints

  7. ONCE U HAVE IDENTIFIED THE COMPLAINTS/ PROBLEMS NOW TURN TO ELIMINATION. INCORPORATE CUSTOMER VOICE INTO PRODUCT/ SERVICE

  8. CUSTOMERS’ REQUIREMENTS • NORMAL REQUIREMENTSAre typically what one gets by just asking customers what they want. • EXPECTED REQUIREMENTSAre the obvious / compulsory requirements. For example, if meal is served hot, customers barely notice it. If it's cold or too hot, dissatisfaction occurs. Expected requirements must be fulfilled. • EXCITING REQUIREMENTS Beyond the customer's expectations. If provided , customer would be excited If not ,they would hardly complain

  9. Thanks for attention! Q&A

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