Hi all, I have to develop a proposal on customer service orientation. It has to be a 1-day program for all employees of all departments of the organization. Could anybody suggest to me what to include in this proposal? The program has to be for 1 day (6-8 hours). The presentation will last for a maximum of 1 hour. Please suggest.
From India, New Delhi
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From India, New Delhi
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Dear Pritish Gupta,
Are you the external trainer who will submit a proposal to your client? You could have given a little more information about your client like the nature of the business, the finished product/service, the type of the customers, i.e., whether the client deals with B2C or B2B, the education level of the customers, and so on.
Nevertheless, you may note the following:
a) "Customer orientation" is far more than "customer-centricity" or "customer satisfaction." To orient the entire company towards the customers, it needs to have a supporting culture. However, creating a specific culture is the job of the top leadership. HODs or Managers or their subordinates cannot give shape to the company's culture.
b) To orient the company towards the customers, the beginning has to be made with the calculation of three costs. The first one is "Cost of Poor Quality" (CoPQ). The second one is "Cost of Customer Dissatisfaction," and the third one is "Cost of Customer Attrition." The reduction of these costs will not be possible unless these costs are calculated accurately, and the entire company is oriented towards the customers' needs, likes, and dislikes.
c) To orient the company's culture towards the customers, it is important to understand the customers' psychology. To understand psychology, it is important to create a dedicated "Customer Research Cell." This cell should constantly conduct research to understand why the customers are satisfied or dissatisfied. The research needs to be even conducted for the competitors' customers as well.
At this stage, the above information is more than sufficient.
Thanks,
Dinesh Divekar
From India, Bangalore
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8032Are you the external trainer who will submit a proposal to your client? You could have given a little more information about your client like the nature of the business, the finished product/service, the type of the customers, i.e., whether the client deals with B2C or B2B, the education level of the customers, and so on.
Nevertheless, you may note the following:
a) "Customer orientation" is far more than "customer-centricity" or "customer satisfaction." To orient the entire company towards the customers, it needs to have a supporting culture. However, creating a specific culture is the job of the top leadership. HODs or Managers or their subordinates cannot give shape to the company's culture.
b) To orient the company towards the customers, the beginning has to be made with the calculation of three costs. The first one is "Cost of Poor Quality" (CoPQ). The second one is "Cost of Customer Dissatisfaction," and the third one is "Cost of Customer Attrition." The reduction of these costs will not be possible unless these costs are calculated accurately, and the entire company is oriented towards the customers' needs, likes, and dislikes.
c) To orient the company's culture towards the customers, it is important to understand the customers' psychology. To understand psychology, it is important to create a dedicated "Customer Research Cell." This cell should constantly conduct research to understand why the customers are satisfied or dissatisfied. The research needs to be even conducted for the competitors' customers as well.
At this stage, the above information is more than sufficient.
Thanks,
Dinesh Divekar
From India, Bangalore
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Hello Dinesh,
Thank you for your response. I am part of the IT team in my company, and our customers are our internal employees from various departments such as production, sales, and marketing, who utilize services provided by IT.
From India, New Delhi
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Thank you for your response. I am part of the IT team in my company, and our customers are our internal employees from various departments such as production, sales, and marketing, who utilize services provided by IT.
From India, New Delhi
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Dear IT colleague,
You should have made it very clear at the outset that your query pertains not to outside customers but to your internal customers who I believe are availing of IT services.
It would have been better if you had come up with your ideas for the intended customer orientation program as you better know where the shoe is pinching. Don't expect spoonfeeding from this forum without doing some homework yourself as to what the objectives are – is it imparting knowledge, solving problems, fixing behavioral issues on the part of service givers and service takers, etc. After receiving your draft proposals, learned colleagues here can surely add value to it.
Regards,
Vinayak Nagarkar HR and Employee Relations Consultant
From India, Mumbai
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You should have made it very clear at the outset that your query pertains not to outside customers but to your internal customers who I believe are availing of IT services.
It would have been better if you had come up with your ideas for the intended customer orientation program as you better know where the shoe is pinching. Don't expect spoonfeeding from this forum without doing some homework yourself as to what the objectives are – is it imparting knowledge, solving problems, fixing behavioral issues on the part of service givers and service takers, etc. After receiving your draft proposals, learned colleagues here can surely add value to it.
Regards,
Vinayak Nagarkar HR and Employee Relations Consultant
From India, Mumbai
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Hello Vinayak,
I think your language is a bit harsh. I am not looking for spoon-feeding, but I am here to seek help and guidance on how to prepare myself. Obviously, nobody will do my work or make a presentation for me, but I need some information on how to start, what to include, etc. If you don't have any vital information to share, please stop giving free advice.
From India, New Delhi
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I think your language is a bit harsh. I am not looking for spoon-feeding, but I am here to seek help and guidance on how to prepare myself. Obviously, nobody will do my work or make a presentation for me, but I need some information on how to start, what to include, etc. If you don't have any vital information to share, please stop giving free advice.
From India, New Delhi
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