Meeting Customer Needs Identifying Customer Needs Customer Contact

Identifying Customer Needs Types of Customers Exceeding Customer Expectations External Customer Needs Stakeholder Needs

Types of Customers External Customers Internal Customers Common Needs

External Customers Wholesalers Intermediate Users Retailers Consumers or End Users

Internal Customers Someone else in the company who is involved in working with the product. Might include: Members of Your Team Workers on the next shift Employees in other departments Supervisors and Managers

Common Needs On-time delivery of the product Highest possible quality Lowest possible cost Products that meet their needs

External Customer Needs FUNCTION Does the product do what it was designed to do? QUALITY Is the product dependable? PRICE Is the price right?

External Customer Needs AVAILABILITY Can customers buy the product when they want it? CUSTOMIZATION Can I order the product with the features I want?

Customer Contact Meeting Needs Product Specifications Addressing Problems Customer Communication Maintaining the Relationship

Meeting needs Delivery on Time Meet Quality Standards Offer Assistance Review Customer Needs Be Proactive

Product Specifications Work Orders Technical Drawings Recipes Prototypes – full scale model 3-D Computer Simulation Tolerance – amount of variation allowed

Addressing Problems Proactive Response Returns & Recalls Tracking Products

Customer Communication Be Accurate Respond quickly Be positive Stay calm Recognize Limitations Seek Feedback

Maintaining the Relationship Meetings Scheduling a Meeting Conducting a Meeting Following Up