Customer Satisfaction

GERMANOS GROUP OF COMPANIES

ACKNOWLEDGEMENT

For this project, all members of the team would like to express our gratitude to Mr. Levetas for helping and guiding us throughout the semester. Also any clarifications needed were given generously by our instructor.

Moreover, we would like to sincerely thank Mrs. Kekridou Lydia, Head of Treasury of ASPIS Bank, as well as Mr. Livanios Aristotelis Assistant Manager and Director of Phone & Direct Banking for sharing information expertise and material of how ASPIS Bank operates.

TABLE OF CONTENTS PAGES

ACKNOWLEDGEMENT 2

TABLE OF CONTENTS 3

INTRODUCTION 4-6

ASPIS AND TELEPHONE CONTACT 7

MANAGERS, EMPLOYEES, AND ASPIS PHONE BANKING 8-11

VOICE OF THE CUSTOMER AND CUSTOMER BENEFIT PACKAGE 12

CLIENTS WITH DOMINANCE CHARACTERISTICS 13

CLIENTS WITH INFLUENCE CHARACTERISTICS 14

CLIENTS WITH STABILITY CHARACTERISTICS 15

CLIENTS WITH CAUTION CHARACTERISTICS 16

TELEPHONE SALES 17

PREPARATION 17

OPENING 18

INFORMATION-PRESENTATION 18

HANDLING OF OBJECTIONS 19-20

CLOSING 20

COMPLAINT MANAGEMENT SYSTEM 21-22

POSITIVE COMMUNICATION 23

ACTIVE LISTENING 24

MEASUREMENT SYSTEMS FOR CUSTOMER SATISFACTION 25-27

CONCLUSION 28

REFERENCES 29

INTRODUCTION

For every organization, customers are the most important asset that makes the company exist and be what it is. Customer satisfaction, for this matter, is the primary goal that every manufacturing or service company should set for itself in order to achieve its desired results. Creating satisfied customers however is a very difficult task that requires comprehensive research and profound knowledge of customer desires and needs. These needs and their successful fulfillment are a driving force