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Principle of Marketing | Orientation on Basic Customers Relation

4 kinds of treatment

1. friendly and caring
2. flexible

3. problem solving

4. error "recovery"

people want to feel that their needs are important to you and your organization

friendly and caring

person who helps them to be able to "go around" the system

flexible

when people have problems that need some attention, they want to know that you are able to figure out a solution

problem solving

when a mistake is made, people want it to be taken cared of immediately and to their satisfaction

"error" recovery

4 types of customer

1. direct
2. indirect

3. internal

4. external

individuals or organizations who avail themselves of your products

direct

individuals or organizations that benefit from your products or services through another party or from a direct customer

indirect

another division or another department within the organization that depends on products or services you provide

internal

a group of individuals or another organization outside of your organization

external

you respond when they need you

availability

you know your customer's business

understanding needs

you do what's necessary and beyond

cooperativeness

you take those extra steps to keep the customer happy

helpfulness

you deliver at the time when service is needed

timeliness

you behave and act in an ethical manner

professionalism

5s of professionalism

1. Standard
2. Supportive Environment

3. Specialized Knowledge

4. Skills

5. Spirit

you keep the customer advised

follow up

you identify potential problem areas, solve them and handle change

problem solver

you deliver what the customer expects

quality

different types of transaction

1. parallel
2. crossed

3. ulterior

a person sends a direct message to someone and the sender gets an expected response

parallel

occurs when the sender is met with an unexpected response

crossed

occur when a person appears to be sending one kind of message but is actually sending another kind of message in disguise

ulterior

is your mental position with regard to facts or more simply, the way you view things

attitude

3 critical types of customer interaction

1. dealing with complaints
2. saying "no" without antagonizing

3. handling difficult people

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