Customer

Delight

By:Rudra Narayan Patra
Agenda
Introduction
Types
Customer satisfaction
Customer expectation survey
Customer satisfaction survey
Action
Q&A

What is customer delight?



When you create "WOW



Types
Criminal
Basic
Expected
Desirable
Unbelievable
Opportunities For Customer Delight
What happens when you first interact with a
customer?
What occurs to build a relationship?
Do you spend more to get new customers than
on enhancing the relationship with current
customers?
What makes you unique?
So?
To be able to keep your customers and
keep them satisfied, you have to know
them

Who they are?
What do they want?
What do they need? (But not necessarily want,
yet.)
Why do they like you?
Is there something they dont like about you?
What determines Customer
Satisfaction
Customer
Satisfaction
Perceived
Service
Expected
Service
Levels of Customer Satisfaction
Perceived
Service
Expected
Service
Customer
Satisfaction
Much Better than expected
As expected
Worse/Different than expected
Delighted *
Satisfied
Dissatisfied
Loyal
Vulnerable
Walk & Talk



GAME
For Atos Origin, Customer is the King
We strive to understand their expectations
from day 1
We understand the areas of real value for
the customer
We work towards meeting or exceeding
those expectations
We conduct Customer Satisfaction Surveys
to understand their perception
We utilize this feedback to take the
necessary corrective actions and improve
service
Strategy to achieve higher
customer satisfaction
Perform Customer Expectation Survey (CES)
Identify top 3 priorities of the customer
Priorities should be in terms of soft expectations apart from
the contractual commitment
Perform Customer Satisfaction Survey (CSS) based on CES
Prepare an Action Taken Report (ATR) for CSS ratings below
the target
Share the ATR with customer
Track the actions to closure
As a normal practice, delivery is based on the contract
specifications
All Contract and Service Level Agreements are monitored and
tracked
Customer Expectation Survey
HOW
Explaining the CES and CSS process to the customer
Educating the customers on its benefits
Helping them to identify top 3 priorities based on their
requirement
Helping them quantify the priorities
WHY
To satisfy the customer, we need to know their expectations
WHAT
Understanding soft requirements of the customer
Customer Satisfaction Survey
HOW
Explain the contents of CSS form to the customer
Obtain feedback using the CSS Form in a discussion mode
Provide assistance, if required
WHY
To get customer feedback on the service we provide
WHAT
A formal survey to understand the satisfaction level of the
customer
Action Taken Report
HOW
Identify the causes of dissatisfaction
Identify the corrective / preventive actions
Discuss the actions with the customer
Track the identified actions to closure
Inform the customer about the progress
WHY
To identify causes of dissatisfaction and take corrective actions
WHAT
Document the plan of actions to be taken
Points to ponder on

1. The Customer will never be wrong.
2. If the Customer is found to be wrong,
it must be that I have seen it wrongly.
3. If I have not seen it wrongly,
it must be my fault that the Customer is wrong.
4. If the Customer is wrong and he does not admit it,
then I must be wrong.
5. If the Customer does not admit that he is wrong
and I insist that he is wrong, then I am wrong.
6. No matter what, the customer will never be wrong,
this statement will never be wrong.



QA???


Thank You