by barath surendran for all cargo logistics – by barath surendran
TRANSCRIPT
Customer CentricityBY Barath Surendran
For ALL CARGO LOGISTICS – By Barath Surendran
To create a profit? To employ people? To do work? To serve the customer?
Why does your Organization exists?
For ALL CARGO LOGISTICS – By Barath Surendran
Lets Play A GAME – “easy way to win!”
For ALL CARGO LOGISTICS – By Barath Surendran
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.
What does research says?
For ALL CARGO LOGISTICS – By Barath Surendran
Life time value of a customer. Think about your organizational chart!
What is the value of a customer?
CEO
VP SALES
Manager
Sales Executive
Customer
Operations
Manager
For ALL CARGO LOGISTICS – By Barath Surendran
Change is needed from “Product oriented” into “Customer Oriented”.
Old school of management is dead!
Customer
Sales Executive
Manager
VP SALES
CEO
For ALL CARGO LOGISTICS – By Barath Surendran
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!
What is significant?
For ALL CARGO LOGISTICS – By Barath Surendran
When a customer comes in contact with your people there is moment of truth!
True Asset is a satisfied customer!
For ALL CARGO LOGISTICS – By Barath Surendran
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!
11 keys for Success! – building a Customer Driven Organization!
For ALL CARGO LOGISTICS – By Barath Surendran
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.
11 keys for Success! – building a Customer Driven Organization!
For ALL CARGO LOGISTICS – By Barath Surendran
Building a customer driven organization needs time but transformation from Inside-Out is the Way to go!
For ALL CARGO LOGISTICS – By Barath Surendran
Customer Input and constant Measurement! Effective service strategies Solid support systems (customer friendly
support systems) Service team - Customer friendly people.
4 Crutial Factors
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!
What do your Customer think of you?
For ALL CARGO LOGISTICS – By Barath Surendran
Ask yourself , Are you customer friendly?
For ALL CARGO LOGISTICS – By Barath Surendran
What do my customers want from me and from my company?
Reliability and Dependability
Accuracy And competence!
For ALL CARGO LOGISTICS – By Barath Surendran
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 Barath Surendran
What are the details – little things that make a big difference in my customers satisfaction?
Tangibility! Responsiveness!
For ALL CARGO LOGISTICS – By Barath Surendran
Reliability! – Keeping your Promise and Deliver your Goods!
Example : See FedEx Video
For ALL CARGO LOGISTICS – By Barath Surendran
The First thing to do is to apologize. Don’t waste time scapegoating – blaming
yourself, your company or your customer.
What if you are unable to keep up your promise?
For ALL CARGO LOGISTICS – By Barath Surendran
Service doesn’t end with the sale, it just Begins!
For ALL CARGO LOGISTICS – By Barath Surendran
Responsive! – Doing things in a timely fashion is more important!
Don’t make your customer wait too long!
For ALL CARGO LOGISTICS – By Barath Surendran
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 Barath Surendran
Product knowledge Company knowledge Listening skills Problem solving skills
Trust is built on honesty, knowledge and knowhow!
For ALL CARGO LOGISTICS – By Barath Surendran
Stay calm and in control of yourself. Try to solve his problems!
Empathy Vs sympathy You need to be caring!
Be Empathetic – customers want to be treated like individuals!
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
Tangibles – service is always intangible!
For ALL CARGO LOGISTICS – By Barath Surendran
Need to identify both internal and external customers!
For ALL CARGO LOGISTICS – By Barath Surendran
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!
The ten deadly sins of customer service!
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.
Handling your customers!
For ALL CARGO LOGISTICS – By Barath Surendran
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.
Never use
For ALL CARGO LOGISTICS – By Barath Surendran
The Service Recovery Process - how to return a “broken” customerrelationship to good health
Apologize/Acknowledge
Listen, Empathize, andAsk Open Questions
Fix the ProblemQuickly and Fairly
Offer Atonement
Follow Up
Lets practice some Games!
For ALL CARGO LOGISTICS – By Barath Surendran
Increase the outer circle experience!
What customer needs!
Beyond Expected!
For ALL CARGO LOGISTICS – By Barath Surendran
Everyone is into Customer Service!
•You are helping the customer
Customer Service
•You are selling the customer!
SALES
For ALL CARGO LOGISTICS – By Barath Surendran
What Customer Wants?
Good Feelings!
Solutions to problems!
For ALL CARGO LOGISTICS – By Barath Surendran
Customer Comes First!
