Welcome aboard
Guiding Factors: Participate & Learn Check need & modify
Relate Self with the Organization “I” is a bunch of roles made up of KSA + GOAL. (SMART & SWOT). “I”–Role = Empty, Role–Personality (KSA)= Ineffective.
Goals help us to use KSA, be Productive, & Develop
1. Lost his job 2. Got defeated for legislature 3. Started business and failed 4. Wife died of a fatal disease 5. Experienced nervous breakdown 6. Contested in election for speaker in legislature and lost 7. Tried for nomination in a political party and lost 8. Applied for post of land officer and didn’t get it 9. Contested for senate and lost 10. Contested for vice president and lost 11. Again contested for senate and lost AND TWO YEARS LATER….. GOT ELECTED AS PRESIDENT OF AMERICA
Growth & Development help succeed in Changing Roles. ABRAHAM LINCOLN
Organizations are Vehicles to our goals & must earn Profits. (O2)
Motivate Self: Manage your mind to achieve your Goals.
Link Fear of loss & Hope of gain with Goals. Quickly shift from “My Right” to the “Common Right”.
The story of the eagle…
Relate self with: Customer Focus… Strive & meet the needs of one’s customers (Internal or External). Know customer satisfaction levels (Expressed & Unexpressed). & meet them. Display Courtesy & Timely responsiveness to customer’s requests. Take the relationship to the level of Partner & Trusted advisor. Build trust with customers through open & direct communication. Keep track of advances in the domain of customer’s operations. Take feedback from customer’s whether their needs have been met or not? Never take customers for Granted and try to Manipulate them.
Expertise leads to Ego: Hitting Customer Focus‌
Enhance Customers Focus… Customer is a source where demand lies & they make us reach our goals. “It’s no longer enough to satisfy customer you must delight them” P. Kotler Now the customers are: Smarter, more demanding & less forgiving. Customer handling demands: Regular attention & interaction to understand their demand. Know what they wished to have done so far? To manage customers effectively: Customers want us to know their expectations & needs.
Customer Focus: Case Study 1. SMART Computers saw decline in profit by 33% & drop in customer base by 12% in Q1. It pointed to its shift to become an “end-to-end IT provider” as a reason for decline Stock Market knows that SMART Computer’s problems are because of its shifting away from customer-centricity. SMART Computers violated customer-centricity in 3 ways: 1.
Choosing the cheapest components in their line for notebooks and desktops
2.
Designing notebooks that were visually unappealing.
3.
Paving external interface to improve link between its product and its customers.
. Company weakened the link between customers & it’s role in customer-focus. . Company outsourced its customer care leading to long waiting & call transfers delaying resolution of problems. . Result, Company’s business declined on account of lack of focus on its customer. . Suggest steps to improve customer satisfaction & company’s results.
CF: Rocket Singh
Customer Focus: Case Study 2. Classic Airlines is a 40 year old company that commands a fleet of more than 25 jets serving 50 cities with more than 230 daily flights. Classic Airlines is facing an organizational issue. External & internal marketing programs have not been able to satisfy the needs and wants of the stakeholders. Target customers are looking at the services offered by competitors to satisfy their wants and needs. This has resulted in poor sales and reduced profits for the company. The Situation: The company is facing challenges because of rising costs & lack of innovation. Customers are not satisfied with the service they are receiving & Management can- not agree on how to correct the issues. Now Classic Airlines wants to develop an effective plan of action that will not only help attract & retain customers, but also boost Sales & Profits. Suggest some steps to overcome the challenges.
Convert Adversity to Opportunity: Create Customers‌
Understand Customers stance & respond properly‌ TA is to Understand behaviour & monitor Response irrespective of Stimulus S.N.
CP
NP
FC
LP
AC
Adult
1
Control & discipline.
Permission
Spontaneous
Initiative
Obedient
Objective
2
Has authority to direct
Inspires, delegates
Enthusiastic
Synthesizing
Disciplined
Realistic, Logical
3
Judgmental
Creates (+) stress
Humorous Pleasure seeking
Goes by haunches
Hard working
Aware, Mature
4
Takes initiative & responsibility
Empathizes
Happy intimate
Sensitive to non verbal signals
Cooperative
Explores options. Listens and
Active
is flexible
5 6
Up holds values
Protects and guides
Curious.
Imaginative Creative
Respects superiors
Analysis, takes decisions
Frank Natural
Helps and trusts
Imaginative. Energetic
Holistic. Insightful Manipulative
Traditional. Sincere. Supportive
Adapts to situations & Change
To satisfy Customers: Be receiver driven... Avoid Gossip. (A=>B=>C)
Avoid being a Bore. (A=>B=>A)
ď ś With Boss: Make up deficiencies of Boss. ď ś With Spouse: Sharing of mutual concern.
Conversationalist. (A=>B=>B)
To relate well: Connect properly… Be Correct & Logical, to Connect well. Communication
Enhance size of Arena: By increasing Self Discloser. By Increasing Feedback.
9%
16% 45%
Writing Reading Speaking Listening
30%
With Customers: Make up deficiencies. With Close ones: Share mutual concerns.
What I know about myself
What I don’t know about myself
What others know about me
Arena
Blind Spot
What others don’t know about me
Facade
Unknown
To attend Customers properly: Listen well…
Listening is hearing with thoughtful attention.
Use eyes, ears & brain to understand Words & feelings.
Probing
interviewing Enquiring
>> Use funnel concept
Information collection
To Satisfy Customers: Ask Questions & Listen Well… Open Ended Questions… For SMART Listening Be Attentive & Participate Actively. Encourage & Reflect the Feelings. Paraphrasing & Summarizing.
For Useful listening Acknowledge the speaker & display an open, caring posture. Show interest in the speaker, have eye contact & minimize distractions. Assess speaker’s emotional state. Respond in an appropriate tone.
While Attending Customers: Control Ego & Emotions
On customer demands: Try Win-Win‌
Competing
Collaborating
Compromising Unassertive
ASSERTIVENESS
Assertive
Collaborate by
Avoiding
Accommodating
Uncooperative
Cooperative COOPERATIVENESS
Good old lessons in teamwork from an age-old fable The Tortoise And The Hare
Insight into IPE: Bande Acche hain
To Win Customers: Build Inter-Personal Effectiveness… Perceive & Respond carefully to the internal states of the Customers, understand the antecedents of those states, & predict the subsequent events that will result. Be accurate & appropriate to judge & respond to the Customers. Listen and see the merits of different viewpoints. Show Concern & Support customers to achieve their Goals. Engage in effective, concise two–way personal communication. Listen well & practice silence to help Customers generate views.
Assess IPE: Multi dimensional clip
Use IPE to satisfy internal customer ’s needs‌ Inter Personal Effectiveness at display
Initiating relationships. (Being Useful to others). Having Sufficient Self-disclosure. Holding high perceptiveness. Providing right emotional support. Managing response irrespective of stimulus is important for Inter Personal Effectiveness. Managing Inter Personal Conflict Assertively.
www.apshubham.com
Exchanges between
I & others
WP: Eagle Push
To satisfy customers: Withstand Pressure… Be composed in the most stressful of situations & take objective decisions which are appropriate to the situation. Effectively withstand the effects of prolonged exposure to one or few stressors by modifying work methods. Maintain balance of mind & take right decisions despite regular stress. Control Emotions/Irritation & respond constructively to the problem.
To Satisfy Customers: Practice Self Discipline… Manage response irrespective of Stimulus. To handle Stress: Practice Self Discipline (APA) Manage Time to Utilize in first shot & Create from Q3. Prioritize “What to do”& Decide “What not to do” Be more Productive by remain Goal directed. Couple Hard Work with SMART Work. Convert Let Things Happen to Make Things Happen
It’s Time to say…
Thank you.
Customer Focus-Statements… Being at your best with every customer Discovering new ways to delight those you serve Surprising your self with how much you can do Taking care of the customer like you would like to be taken care of Doing ordinary things extra ordinarily well Going beyond what is expected Adding value & integrity to every interaction