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Managing Personal Problems: The Customer and Company Image

This document discusses managing personal problems in the workplace and maintaining a positive company image. It recommends listening without judgment when employees have personal issues. It also emphasizes that customers are vital assets and that company image is defined by public perceptions. Maintaining a positive image involves communicating identity through promoting customer satisfaction and loyalty, which requires promptly addressing customer needs and keeping promises.

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Mike Casapao
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723 views19 pages

Managing Personal Problems: The Customer and Company Image

This document discusses managing personal problems in the workplace and maintaining a positive company image. It recommends listening without judgment when employees have personal issues. It also emphasizes that customers are vital assets and that company image is defined by public perceptions. Maintaining a positive image involves communicating identity through promoting customer satisfaction and loyalty, which requires promptly addressing customer needs and keeping promises.

Uploaded by

Mike Casapao
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd

• Managing Personal

Problems
• The Customer and
Company Image
Discussant:
Mike Angelo Bonifacio Casapao
Managing Personal
Problems
Ways to Manage Employee
Personal Problems
• First, you need to show you care,
understand, empathize more than
sympathize.
• Listen to the situation and show them
active listening.
• Whatever you do avoid giving direct
advice about anything personal.
The Consumer and
Company Image
“The customer is one of the vital
assets for business. Business that
lacks this important asset may
confront the problem of a profit,
income decline.”
Company Image
(Corporate Image)
is defined as the sum
of beliefs, ideas, and
impressions that a
public has of an
organization.
Principal Components:
• Functional - component related to
tangible attributes that can be easily
measured.
• Emotional - is associated with
psychological dimensions that are
manifested by feelings and attitudes
towards an organization.
Managing
Company Image
In the process of managing
company image, the fundamental
variables are:
• corporate identity,
• corporate image,
• corporate communication,
• and feedback
Objective of Managing
Company Image
to communicate the company's identity
to those audiences that are important to
the organization, in such a way that they
develop and maintain a favorable view of
the company.
“Customer Satisfaction
and Loyalty”
Customer
Satisfaction
An emotional reaction when
there is increased repeated
purchase behavior and other
merchandise.
Customer Satisfaction in 7 Steps
• Encourage face-to-face dealings.
• Respond to messages promptly and keep
your clients informed
• Be friendly and approachable
• Have a clearly defined Customer Service
Policy
• Attention to detail
• Anticipate your client’s needs
• Honor your promises
Customer Loyalty
Arises when strong positive
relative attitudes are
associated with high levels
of repeated patronage.
THANKS!!!

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