1. Group 3: Teang Sokunthea Nov Meansabay Len Sreysophea Seng Sovanny Nuon Rodina Try Samros

2. Internal Customers Who are your internal customers? - people who use your services and reside in the same company. Why we need to satisfy internal customers ? -Because when we look after our staff well, our staff look after our customers well.

3. How to satisfy internal customer 1. Provide a customer service training 2. Promote teamwork 3. Provide support 4. Understand their importance 5. Take time to listen to them 6. Respect their ideas, supports 7. Operating an 'open door' policy 8. Recognize and appreciate their works

4. External Customers Who are your external customers? - people who you do business with or the people who your company provides the services to. Why we need to satisfy external customers ? -Because want the best value, the best service from start to finish.

5. How to meet their needs? Knowing Customers’ Perceptions of Quality 1. Performance 2. Features 3. Service 4. Warranty 5. Price 6. Reputation

6. How to meet their needs? Feedback 1. Comment Card. 2. Customer Questionnaire. 3. Focus Groups. 4. Toll Free Telephone No. 5. Customer Visits. 6. Report Card. 7. Internet & Computer. 8. Employee Feedback. 9. Customer complaints

7. ONCE U HAVE IDENTIFIED THE COMPLAINTS/ PROBLEMS NOW TURN TO ELIMINATION. INCORPORATE CUSTOMER VOICE INTO PRODUCT/ SERVICE

8. CUSTOMERS’ REQUIREMENTS NORMAL REQUIREMENTS Are typically what one gets by just asking customers what they want. EXPECTED REQUIREMENTS Are the obvious / compulsory requirements. For example, if meal is served hot, customers barely notice it. If it's cold or too hot, dissatisfaction occurs. Expected requirements must be fulfilled. EXCITING REQUIREMENTS Beyond the customer's expectations. If provided, customer would be excited If not,they would hardly complain