THE CHALLENGES
- GlobalizationTechnologyInformationServicesCustomer focusA new structureA new cultureEmphasis on peopleCompetitiveness
Factors that condition a purchase of a service
- Information: product knowledgeNotification and image: advertising, promotion and product quality configure the brand image Identification: packaging, design and colors Motivation: establishment, offers, discounts, price-quality ratio Location: placement within the establishment
DISGUSTED CUSTOMERS DO NOT COME BACK
- 1% FAILS 3% CHANGES RESIDENCE 5% ACQUIRES OTHER INTEREST 9% FOR COMPETITION REASONS 14% DUE TO DISSATISFACTION BY THE PRODUCT OR SERVICE 68% BECAUSE SOMEONE WAS INATTENDENT, INDIFFERENT OR DISCOURT WITH THEM OR IMPLIEDLY IGNOROUS TO THE CUSTOMER.
WHO IS THE CLIENT?
- A CUSTOMER IS…..THE MOST IMPORTANT PERSON WHEN CONTACTING OUR ORGANIZATION, WHETHER IN PERSON, BY TELEPHONE OR BY MAIL. HE IS THE ONE WHO LASTLY PAYS MY SALARY. IN REALITY, I WORK FOR HIM. IT IS SOMEONE WITH WHOM NOT I MUST DISCUSS. "THE ONLY WAY TO GET THE BEST OUT OF AN ARGUMENT IS TO AVOID IT," ESPECIALLY ABOUT CLIENTS. SOMEONE FROM WHOM I'LL LEARN TO BE PATIENT, EVEN WHEN HE IS NOT ALWAYS A GOOD PATIENT OR MIGHT TO ME. BAD, DEPENDING ON HOW I REACT TO YOUR COMMENTS. I CAN DIRECT MY LIFE EASILY BY CONTROLLING THE WAY IN WHICH I RESPOND TO SITUATIONS. SOMEONE WHO LIKE ME, HAS PREDILECTIONS AND PREJUDICES, MAYBE I DON'T LIKE MY HAIR, MAYBE I DON 'SOMEONE TO WHOM I TRY NOT TO OFFEND. EVEN WHEN HE'S WRONG, I INDIRECTLY INDIRECT AND COURTLY INDIRECTLY INDIRECT WAY. SOMEONE SOMEONE PUTS ME TO THE TEST. I SEIZE THE OPPORTUNITY THAT SUCH ACTION GIVES ME, AND I AM GLAD WHEN I CAN TURN HIS FROW OF DISGUST INTO A SMILE. SOMEONE WHO IS VERY SPECIAL. IS MY CUSTOMER FOR A FEW MINUTES OR SOMETHING MORE, AND WHEN I'M HELPING HIM, I SATISFY ME IN CONCERENCE YOUR NEEDS. SOMEONE FOR WHOM I WILL DO THAT "EXTRA EFFORT". MAYBE NOT COUNTED, BUT I DO UNDERSTAND THAT THE DIFFERENCE BETWEEN MEDIOCRITY AND EXCELLENCE IS JUST 10%.AND I'M GLAD WHEN I CAN TURN HIS FROW OF DISGUST INTO A SMILE. SOMEONE WHO IS VERY SPECIAL. IS MY CUSTOMER FOR A FEW MINUTES OR SOMETHING MORE, AND WHEN I'M HELPING HIM, I FOCUS ON SATISFYING MOSTLY WHO IS HIS NEEDS FOR. SOMEONE. EXTRA EFFORT ". MAYBE NOT COUNTED, BUT I DO UNDERSTAND THAT THE DIFFERENCE BETWEEN MEDIOCRITY AND EXCELLENCE IS JUST 10%.AND I'M GLAD WHEN I CAN TURN HIS FROW OF DISGUST INTO A SMILE. SOMEONE WHO IS VERY SPECIAL. IS MY CUSTOMER FOR A FEW MINUTES OR SOMETHING MORE, AND WHEN I'M HELPING HIM, I FOCUS ON SATISFYING MOSTLY WHO IS HIS NEEDS FOR. SOMEONE. EXTRA EFFORT ". MAYBE NOT COUNTED, BUT I DO UNDERSTAND THAT THE DIFFERENCE BETWEEN MEDIOCRITY AND EXCELLENCE IS JUST 10%.
