Customer Satisfaction Comes First, Profit Comes Second

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Customer Satisfaction Comes First, Profit Comes
Second

• A JCI One-Hour Training Course

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My Personal concept of

• Customer Satisfaction

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Course Objectives

• Learn how to make more money by focusing on
  satisfaction rather than profit
• Learn how to beat competition by offering more
  value instead of lower prices

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Make this your mission

• Satisfy your customer, and the profits will take
  care of themselves.

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Business principles

• Sell people, not products
• Offer quality and value, not low prices
• Satisfy the customer, not matter what it takes
• Shorten the Trading Cycle

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Customer Satisfaction is Everyones job

• It has to be in the minds of all employees every
  time they interact with a customer.

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The Ten Commandments of Customer Satisfaction
(DONT Commandments)

• Never gouge a customer
• Never pay a percentage of gross profit
• Never say it cant be fixed
• Never over-promise, always over-perform
• Never concentrate on profit

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The Ten Commandments of Customer Satisfaction (DO
Commandments)

• Always treat a customer as a person
• Always give a fair deal
• Always take care of the customer at all levels of
  management
• Always fix it right the first time
• Accept getting beaten sometimes

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Remember

• Never cut your prices to boost sales.
• Instead, increase quality and value.

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Efficiency

• Satisfying the customer is one of only two ways
  to success. The second is to be more efficient
  than the competitors.

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Operational Excellence

• Operational Excellence means providing customers
  with reliable products or services at competitive
  prices delivered with a minimal amount of
  inconvenience.