the hell with the customers
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TRANSCRIPT
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testing 1 2 3
Monday, 11 February, 2013
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i
Monday, 11 February, 2013
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FaysalSulatch
Monday, 11 February, 2013
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FaysalSulatchwww. .com
Monday, 11 February, 2013
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my objective
Monday, 11 February, 2013
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my objectiveMonday, 11 February, 2013
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Monday, 11 February, 2013
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HELLthe with the customers____
Monday, 11 February, 2013
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Monday, 11 February, 2013
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Monday, 11 February, 2013
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baselinelet’s establish a
Monday, 11 February, 2013
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baseline
Monday, 11 February, 2013
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baseline
Monday, 11 February, 2013
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customers: who are they?
baseline
Monday, 11 February, 2013
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customers: who are they?
intermediate customers
baseline
Monday, 11 February, 2013
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customers: who are they?
ultimate customers
baseline
Monday, 11 February, 2013
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customers: who are they?
not-customers
baseline
Monday, 11 February, 2013
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customers: who are they?
non-customers
baseline
Monday, 11 February, 2013
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customers: who are they?
baseline
Monday, 11 February, 2013
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customers: who are they?
customer زبون cliente !ाहक Kunde 顧客 Pelanggan 客户 klant
πελάτη Müşteri הלקוח Клиент khách ลูกค้า Клієнт klienta
baseline
Monday, 11 February, 2013
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customers: who are they?
baseline
Monday, 11 February, 2013
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customers: who are they?different types of customer services?
baseline
Monday, 11 February, 2013
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customers: who are they?different types of customer services?✓ products/services
baseline
Monday, 11 February, 2013
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customers: who are they?different types of customer services?✓ products/services
✓ operations dept
baseline
Monday, 11 February, 2013
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customers: who are they?different types of customer services?✓ products/services
✓ operations dept
✓ marketing dept
baseline
Monday, 11 February, 2013
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customers: who are they?different types of customer services?✓ products/services
✓ operations dept
✓ marketing dept
✓ finance dept
baseline
Monday, 11 February, 2013
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customers: who are they?different types of customer services?✓ products/services
✓ operations dept
✓ marketing dept
✓ finance dept
✓ human resources dept
baseline
Monday, 11 February, 2013
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customers: who are they?different types of customer services?
baseline
Monday, 11 February, 2013
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customers: who are they?different types of customer services?who deliver’s the customer services?
baseline
Monday, 11 February, 2013
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customers: who are they?different types of customer services?
✓ owners
who deliver’s the customer services?
baseline
Monday, 11 February, 2013
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customers: who are they?different types of customer services?
✓ owners
✓ investors
who deliver’s the customer services?
baseline
Monday, 11 February, 2013
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customers: who are they?different types of customer services?
✓ owners
✓ investors
✓ employees
who deliver’s the customer services?
baseline
Monday, 11 February, 2013
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customers: who are they?different types of customer services?
✓ owners
✓ investors
✓ employees
✓ suppliers
who deliver’s the customer services?
baseline
Monday, 11 February, 2013
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customers: who are they?different types of customer services?
✓ owners
✓ investors
✓ employees
✓ suppliers
✓ creditors
who deliver’s the customer services?
baseline
Monday, 11 February, 2013
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customers: who are they?different types of customer services?
✓ owners
✓ investors
✓ employees
✓ suppliers
✓ creditors
✓ trade unions
who deliver’s the customer services?
baseline
Monday, 11 February, 2013
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customers: who are they?different types of customer services?
✓ owners
✓ investors
✓ employees
✓ suppliers
✓ creditors
✓ trade unions
✓ community
who deliver’s the customer services?
baseline
Monday, 11 February, 2013
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customers: who are they?different types of customer services?
✓ owners
✓ investors
✓ employees
✓ suppliers
✓ creditors
✓ trade unions
✓ community
✓ government
who deliver’s the customer services?
baseline
Monday, 11 February, 2013
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Monday, 11 February, 2013
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Monday, 11 February, 2013
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my premise
Monday, 11 February, 2013
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my premise
Monday, 11 February, 2013
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my premise
Monday, 11 February, 2013
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my premisewe are influenced everyday by everyone
Monday, 11 February, 2013
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my premisewe are influenced everyday by everyone
humanresources
Monday, 11 February, 2013
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my premisewe are influenced everyday by everyone
leadership
humanresources
Monday, 11 February, 2013
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my premisewe are influenced everyday by everyone
internal customer
leadership
humanresources
Monday, 11 February, 2013
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my premisewe are influenced everyday by everyone
internal customer
external customer
leadership
humanresources
Monday, 11 February, 2013
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my premise internal customer
Monday, 11 February, 2013
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internal customermy premise
Monday, 11 February, 2013
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internal customer
vs. support unitline unit
my premise
Monday, 11 February, 2013
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✓ selection
internal customer
line unit
my premise
Monday, 11 February, 2013
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✓ selection
✓ training
internal customer
line unit
my premise
Monday, 11 February, 2013
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✓ selection
✓ training
✓ engaging
internal customer
line unit
my premise
Monday, 11 February, 2013
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line unit
my premise
Monday, 11 February, 2013
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line unit
my premise
Monday, 11 February, 2013
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line unit
leadership
you’re right, butt...
my premise
Monday, 11 February, 2013
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line unit
leadership
you’re right, butt...
my premise
✓ no resources
Monday, 11 February, 2013
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line unit
leadership
you’re right, butt...
my premise
✓ no resources
✓ our culture doesn’t support it
Monday, 11 February, 2013
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line unit
leadership
you’re right, butt...
my premise
✓ no resources
✓ our culture doesn’t support it
✓ it’s never been done before
Monday, 11 February, 2013
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line unityou’re right, butt...
my premise
Monday, 11 February, 2013
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my premiseline unityou’re right, butt...
Monday, 11 February, 2013
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what actually is being said is...
my premise humanresources
line unityou’re right, butt...
Monday, 11 February, 2013
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✓ i am risk-averse
what actually is being said is...
my premise humanresources
line unityou’re right, butt...
Monday, 11 February, 2013
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✓ i am risk-averse
✓ i don’t know how to manage conflict
what actually is being said is...
my premise humanresources
line unityou’re right, butt...
Monday, 11 February, 2013
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✓ i am risk-averse
✓ i don’t know how to manage conflict
✓ i don’t know how to lead
what actually is being said is...
my premise humanresources
line unityou’re right, butt...
Monday, 11 February, 2013
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what actually is being said is...
my premiseline unityou’re right, butt...
Monday, 11 February, 2013
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my premise
what actually is being said is...
line unityou’re right, butt...
Monday, 11 February, 2013
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therefore what’s needed is...
my premiseleadership
humanresources
what actually is being said is...
line unityou’re right, butt...
Monday, 11 February, 2013
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✓ guts
✓ courage
therefore what’s needed is...
my premiseleadership
humanresources
what actually is being said is...
line unityou’re right, butt...
Monday, 11 February, 2013
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my premiseleadership
humanresources
Monday, 11 February, 2013
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my premiseleadership
humanresources
Monday, 11 February, 2013
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my premiseleadership
humanresources
therefore to action forBest Customer ‘Care’ Experiencerememberthe 3 T’s
Monday, 11 February, 2013
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✓ test
my premiseleadership
humanresources
therefore to action forBest Customer ‘Care’ Experiencerememberthe 3 T’s
Monday, 11 February, 2013
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✓ test
✓ train
my premiseleadership
humanresources
therefore to action forBest Customer ‘Care’ Experiencerememberthe 3 T’s
Monday, 11 February, 2013
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✓ test
✓ train
✓ treat
my premiseleadership
humanresources
therefore to action forBest Customer ‘Care’ Experiencerememberthe 3 T’s
Monday, 11 February, 2013
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my premise
lead by example
Monday, 11 February, 2013
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FaysalSulatchwww. .comlead by example
Monday, 11 February, 2013
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FaysalSulatchwww. .comlead by example
Monday, 11 February, 2013