the hell with the customers
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testing 1 2 3
Monday, 11 February, 2013
i
Monday, 11 February, 2013
FaysalSulatch
Monday, 11 February, 2013
FaysalSulatchwww. .com
Monday, 11 February, 2013
my objective
Monday, 11 February, 2013
my objectiveMonday, 11 February, 2013
Monday, 11 February, 2013
HELLthe with the customers____
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Monday, 11 February, 2013
Monday, 11 February, 2013
baselinelet’s establish a
Monday, 11 February, 2013
baseline
Monday, 11 February, 2013
baseline
Monday, 11 February, 2013
customers: who are they?
baseline
Monday, 11 February, 2013
customers: who are they?
intermediate customers
baseline
Monday, 11 February, 2013
customers: who are they?
ultimate customers
baseline
Monday, 11 February, 2013
customers: who are they?
not-customers
baseline
Monday, 11 February, 2013
customers: who are they?
non-customers
baseline
Monday, 11 February, 2013
customers: who are they?
baseline
Monday, 11 February, 2013
customers: who are they?
customer زبون cliente !ाहक Kunde 顧客 Pelanggan 客户 klant
πελάτη Müşteri הלקוח Клиент khách ลูกค้า Клієнт klienta
baseline
Monday, 11 February, 2013
customers: who are they?
baseline
Monday, 11 February, 2013
customers: who are they?different types of customer services?
baseline
Monday, 11 February, 2013
customers: who are they?different types of customer services?✓ products/services
baseline
Monday, 11 February, 2013
customers: who are they?different types of customer services?✓ products/services
✓ operations dept
baseline
Monday, 11 February, 2013
customers: who are they?different types of customer services?✓ products/services
✓ operations dept
✓ marketing dept
baseline
Monday, 11 February, 2013
customers: who are they?different types of customer services?✓ products/services
✓ operations dept
✓ marketing dept
✓ finance dept
baseline
Monday, 11 February, 2013
customers: who are they?different types of customer services?✓ products/services
✓ operations dept
✓ marketing dept
✓ finance dept
✓ human resources dept
baseline
Monday, 11 February, 2013
customers: who are they?different types of customer services?
baseline
Monday, 11 February, 2013
customers: who are they?different types of customer services?who deliver’s the customer services?
baseline
Monday, 11 February, 2013
customers: who are they?different types of customer services?
✓ owners
who deliver’s the customer services?
baseline
Monday, 11 February, 2013
customers: who are they?different types of customer services?
✓ owners
✓ investors
who deliver’s the customer services?
baseline
Monday, 11 February, 2013
customers: who are they?different types of customer services?
✓ owners
✓ investors
✓ employees
who deliver’s the customer services?
baseline
Monday, 11 February, 2013
customers: who are they?different types of customer services?
✓ owners
✓ investors
✓ employees
✓ suppliers
who deliver’s the customer services?
baseline
Monday, 11 February, 2013
customers: who are they?different types of customer services?
✓ owners
✓ investors
✓ employees
✓ suppliers
✓ creditors
who deliver’s the customer services?
baseline
Monday, 11 February, 2013
customers: who are they?different types of customer services?
✓ owners
✓ investors
✓ employees
✓ suppliers
✓ creditors
✓ trade unions
who deliver’s the customer services?
baseline
Monday, 11 February, 2013
customers: who are they?different types of customer services?
✓ owners
✓ investors
✓ employees
✓ suppliers
✓ creditors
✓ trade unions
✓ community
who deliver’s the customer services?
baseline
Monday, 11 February, 2013
customers: who are they?different types of customer services?
✓ owners
✓ investors
✓ employees
✓ suppliers
✓ creditors
✓ trade unions
✓ community
✓ government
who deliver’s the customer services?
baseline
Monday, 11 February, 2013
Monday, 11 February, 2013
Monday, 11 February, 2013
my premise
Monday, 11 February, 2013
my premise
Monday, 11 February, 2013
my premise
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my premisewe are influenced everyday by everyone
Monday, 11 February, 2013
my premisewe are influenced everyday by everyone
humanresources
Monday, 11 February, 2013
my premisewe are influenced everyday by everyone
leadership
humanresources
Monday, 11 February, 2013
my premisewe are influenced everyday by everyone
internal customer
leadership
humanresources
Monday, 11 February, 2013
my premisewe are influenced everyday by everyone
internal customer
external customer
leadership
humanresources
Monday, 11 February, 2013
my premise internal customer
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internal customermy premise
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internal customer
vs. support unitline unit
my premise
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✓ selection
internal customer
line unit
my premise
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✓ selection
✓ training
internal customer
line unit
my premise
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✓ selection
✓ training
✓ engaging
internal customer
line unit
my premise
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line unit
my premise
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line unit
my premise
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line unit
leadership
you’re right, butt...
my premise
Monday, 11 February, 2013
line unit
leadership
you’re right, butt...
my premise
✓ no resources
Monday, 11 February, 2013
line unit
leadership
you’re right, butt...
my premise
✓ no resources
✓ our culture doesn’t support it
Monday, 11 February, 2013
line unit
leadership
you’re right, butt...
my premise
✓ no resources
✓ our culture doesn’t support it
✓ it’s never been done before
Monday, 11 February, 2013
line unityou’re right, butt...
my premise
Monday, 11 February, 2013
my premiseline unityou’re right, butt...
Monday, 11 February, 2013
what actually is being said is...
my premise humanresources
line unityou’re right, butt...
Monday, 11 February, 2013
✓ i am risk-averse
what actually is being said is...
my premise humanresources
line unityou’re right, butt...
Monday, 11 February, 2013
✓ i am risk-averse
✓ i don’t know how to manage conflict
what actually is being said is...
my premise humanresources
line unityou’re right, butt...
Monday, 11 February, 2013
✓ i am risk-averse
✓ i don’t know how to manage conflict
✓ i don’t know how to lead
what actually is being said is...
my premise humanresources
line unityou’re right, butt...
Monday, 11 February, 2013
what actually is being said is...
my premiseline unityou’re right, butt...
Monday, 11 February, 2013
my premise
what actually is being said is...
line unityou’re right, butt...
Monday, 11 February, 2013
therefore what’s needed is...
my premiseleadership
humanresources
what actually is being said is...
line unityou’re right, butt...
Monday, 11 February, 2013
✓ guts
✓ courage
therefore what’s needed is...
my premiseleadership
humanresources
what actually is being said is...
line unityou’re right, butt...
Monday, 11 February, 2013
my premiseleadership
humanresources
Monday, 11 February, 2013
my premiseleadership
humanresources
Monday, 11 February, 2013
my premiseleadership
humanresources
therefore to action forBest Customer ‘Care’ Experiencerememberthe 3 T’s
Monday, 11 February, 2013
✓ test
my premiseleadership
humanresources
therefore to action forBest Customer ‘Care’ Experiencerememberthe 3 T’s
Monday, 11 February, 2013
✓ test
✓ train
my premiseleadership
humanresources
therefore to action forBest Customer ‘Care’ Experiencerememberthe 3 T’s
Monday, 11 February, 2013
✓ test
✓ train
✓ treat
my premiseleadership
humanresources
therefore to action forBest Customer ‘Care’ Experiencerememberthe 3 T’s
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my premise
lead by example
Monday, 11 February, 2013
FaysalSulatchwww. .comlead by example
Monday, 11 February, 2013
FaysalSulatchwww. .comlead by example
Monday, 11 February, 2013