CLO 2 : Practice leadership skills and management skills in conducting a group project. WEEK 10
Demonstrate customer management skills
Practice event management skills CUSTOMER MANAGEMENT SKILLS Stated needs : customer wants an inexpensive car. Real needs : customer wants a car whose operating cost is low. Unstated needs : expecting good service from the dealer. Delight needs : customer would like the dealer to include an on-board navigation system. Secret needs : the customer wants to be seen as a savvy consumer. CONSUMER NEED PROCESS Define the Scope : Mission Statement. Gather Raw Data : Interviews, Focus Groups,
Observation. Interpret Raw Data : Need Statements.
Organize the Needs : Hierarchy
Establish Importance : Surveys , Quantified
Needs Reflect on the Process : Continuous Improvement ESTABLISH GOOD RELATIONS WITH CONSUMER Be accessible Respond in a timely manner Listen to your customers Treat your customers with respect Dont argue with your customers Do what you say Focus on making customer relationships Be honest Admit when you make a mistake ACTIVITY
STUDENTS WORKS ON GROUPS AND
CONDUCT ONE ACTIVITY ABOUT CUSTOMER MANAGEMENT SKILLS EVENT MANAGEMENT SKILLS ACTIVITY
STUDENTS WORKS ON GROUPS AND
CONDUCT ONE ACTIVITY ABOUT EVENT MANAGEMENT SKILLS THE END