customer satisfaction.pptx wwwwwwwwwwwww

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1. CUSTOMER SATISFACTION TRAINING DR. AMOABENG

2. EXERCISE 1 Who is your customer or client? Can Describe your typical client? Write 5 things you think your customer may need? TYPES OF CUSTOMERS Happy customers So-so customer Unhappy customers with good reason. Unhappy customers without good reason.

3. What is Customer Satisfaction? Measure of how products and services supplied meets or surpass customer expectation. Customer expectation is the needs, wants and preconceived ideas of a customer about a product or service. If customer expectation is met, so also is customer satisfaction goals Can we identify our own Customers at records unit?

4. WHO ARE CUSTOMERS and why is the customer important ? INTERNAL Customer – are people, departments, units and groups within an organization served by what we do. External customers : are users of an organization’s product or services, e.g. patient relatives, investors etc. The CUSTOMER is the centre of any business (boss of the market) and dictates the market trends and direction. A satisfied customer will help in bringing new customers by ‘word of mouth’ or referrals.

5. Factors affecting customer satisfaction? PRICE – melcom QUALITY – rolls Royce, benz SERVICE - dell BRAND NAME – apple REPUTATION - nokia FEATURES – Samsung Any examples in healthcare sector in Ghana? Why should patients use our services? What is our advantage or tramp card?

6. Patient expectations in hospitals Service availability and reliability (Access) Overall satisfaction and responsiveness Payment options Provider friendly Ease of getting care Opening hours Patient- centred atmosphere Patient satisfaction with healthcare delivery in Ghana ( Ampofo et al 2021) BMC Health Services Research

7. CUSTOMER SATISFACTION or CUSTOMER EXPERIENCE DR. AFUA ASABEA AMOABENG

8. EXERCISE 2 Write 5 places you go regularly go to for services 2. State why you go there frequently E.g. I go to Total Transformation salon for my hair do every time despite the distance from my home. Why? I love the rapport and the family feeling I get

9. EXERCISES Write 5 places you go to regularly for services State why you go there frequently E.g . I go to total transformation salon for my hair every time despite the distance. Why? I love the rapport and the family feeling I get REASONS Fast quality Cheap Luxury user friendly Customer service

10. Customer Service vrs . Customer Experience Customer service is reactive and stereotyped - thank you, apology etc. Customer experience is proactive – the way you treat your clients, talk and listen to client. Examples: Tell me about your day….. Thank you for using our service….. How are you doing today ….. Thank for choosing us today. I trust you love liked what you had to today. Be involved in the client’s world. Make yourself and service unforgettable

11. WAYS TO DELIGHT YOUR CUSTOMERS Be genuine Be Responsible Empathize Innovate Be trustworthy Active Listening

12. Conclusion