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  1. The Art of Customer Delight By Team Sankalp
  2. Customer Delight ?
  3. Customer Delight Vs Satisfaction Satisfaction:- The contentment one feels when one has fulfilled a desire, need or expectation. Delight:- Is to give great pleasure or joy Loyalty:- Is having feeling of allegiance. Value of Customer “A customer is a most important visitor on our premises. He is not dependent upon us... We are dependent upon him. He is not an interruption on work...he is the purpose of it. He is not an outsider to our business, he is a part of it. We are not doing him a favor by serving him… But he is doing us a favor by giving us an opportunity to do it.” ….Mahatma Gandhi
  4. 9 ways to Delight Customers  Effortless Experience  Deliver what you promised.  On time  Build Trust and Confidence  Negotiate to Win-win  Appreciate and Thank-you  Apologize for mistakes.  Building Relationship.  Involve to Evaluate & Improve.
  5. Effortless Experience  Customer is King in any business so always handle the customer problems quickly & smoothly.  Be a keen & attentive Listener while communicating with the customer  Put 100% Efforts in understanding the customer needs.  Be clear about what is needed – What, How, why, when, where.  Try speaking to the point by avoiding repeated questions.  Quick decision making should be there.  Give a valid response to any mail or telephonic enquiry in time.
  6. Deliver what you Promised  The simplest way to satisfy customer is to deliver what we promised them as per their requirements.  Do not make fake promises.  Product/Service should be simple to use. Not much complex.  Achieve high expectations in a simple & feasible way.  Give better suggestion from our side to improve the product and it should be Bug Free with high speed Performance.  Provide effective solution in a competitive price and less time.
  7. On Time  Be prompt because late delivery & late responses causes customer dissatisfaction  Understand the customer’s top priorities in requirements and focus on them.  Schedule Projects in Milestone or Phase wise so that they are completed in time.  Keeping customer’s pre informed about the dates.  If dates are revised or re-scheduled then pre-inform the same to the customer with valid reason.
  8. Build Trust and Confidence  Build Trust by honesty & integrity.  Help your customers-Help them by educating them!  Keep the customer plans confidential & assure the same.  Treat customers with respect & personal attention.
  9. Negotiate to Win-Win  Being Agile- Being fast, adaptive, creating a leading change for achieving the goal.  Negotiable rules- When the business becomes of Rules & Policies, brand starts losing happy Customers. So the rules & policies should be negotiable to keep the customer happy.
  10. Appreciate and Thank-you  Appreciating & Thanking the client wherever required.  Recognize/Appreciate your immediate Providers/Customers. (It can be profiles from organizations too)  Reward the Loyal customers- Rewarding them with non-financial gifts.  Thank you note-For Inputs received, payments received etc.  Welcome Package for New Customers
  11. Apologize for Mistakes  Apologize if you are wrong with some smart answers.  No matter what, the customer is never wrong. Don’t prove that they are wrong, even though it is the fact.  Be thankful for customers who complain. You still have the opportunity to make them happy.  Apologizing does not always mean that you are wrong and other person is right, it just means that you value your relationship more than your ego.
  12. Building Relationship  Treat every client like an honored guest.  A welcome back note to the repeated customers.  Birthday Phone calls or messages. (Hand written preferred instead of an image as attachment)  Keep in touch- Ask the customer about their business and wellbeing.
  13. Involve to Evaluate & Improve  Customer engagement is very essential for successful project delivery. So involve customers to evaluate and take feedback from them.  Perform Customer Expectation Survey (CES).  Priorities should be in terms of soft expectations apart from the contractual commitment  Prepare an Action Taken Report (ATR) for CSS (customer satisfaction Survey) ratings below the target  Share the ATR with customer, track the actions to closure  Identify the causes of dissatisfaction  Discuss the actions with the customer  Inform the customer about the progress and also improve our process
  14. Thank You ... We hope that you have understood the Art of Customer Delight. Do practice !!!! Share your Feedback & Experiences with Everyone @Sankalp.