how well they have been trained. Giving Advice Advice is more accurate than information because, it involves more detail, greater specialist knowledge and modified to t... ... middle of paper ... ... For example, to be faithful to the customers 3. Lost customers-For example, to encourage dissatisfied customers to complain 4. Employees- For example, to give staff training, to deal with complaints and problems quickly When receiving a complaint from an unhappy customer, the business must carry out the following: Ø Listen to the customer’s story Ø Ask for invoice/receipt to show date of purchase Ø If customers is angry, report to a manager Ø Examine the product When dealing a complaint from an unhappy customer, the business must carry out the following: Ø Advise customers of their views such as, legal requirements Ø Make an offers to customer such as, refunds or replacements Ø Give a receipt for products Ø Write on credit note any expiry date Many businesses record customer complaints so that, they can review the matter, and to improve its customer service. Details of each complaint can be recorded in several ways.
But when satisfying customer needs, it is important to meet both internal and external customer satisfaction. As it is believed that, the employees will provide a better service for the customers only if they are satisfied. Figure 1.1 Buying Cycle Source: from Jonathan
Using Service Quality to Gain Competitive Advantage In today's competitive environment, organizations must earn the customer's trust by consistently meeting or exceeding expectations. The disparity between expectation and perception is the major determining factor in a customer's assessment of quality of service. Service quality and customer service is very important. One of the most important customer service skills you can develop is the ability to understand and effectively respond to the customer's needs and concerns. For a long time, a sale has been perceived to be mostly about trying to convince the customer that he needs the product.
Customers are, after all, the life blood of your business, and as such expect to be dealt with in a professional manner, including attending to their needs effectively and efficiently. Customers' needs are distinctly different to and far broader than a product or service, and the features and benefits encompassed. Customers' needs generally extend to issues far beyond the suppliers' proposition, and will often include the buying-selling process (prior to providing anything), the way that communications are handled, and the nature of the customer-supplier relationship. Ideally a business organization should exceed its customers' expectations, thereby maximising the satisfaction of its customers, and the credibility of its goods and services in the eyes of its
It is more focuses on the process instead of the individual. It acknowledges both internal and external customers, It helps to improve the need for objective data to analyze and the processes. CQI is an idea of management that contends most of the things can be improved. This philosophy does not purchase to the theory that "if it aren’t broke, do not fix it. The important of the CQI is serial experimentation applied to daily work the meet the needs of the organization serve and the services as well Important of CQI Meaning of Quality is to meeting and/or exceeding the expectations of our customers.
The trust between people is mainly determined by three factors: reputation, predictability and competitiveness (Fournier, er al, 2012). In orders maintain brand loyalty is very important for a company. First, company should reduce the customer’s unsatisfied issues. Companies can through effective communication with consumers to maintain brand loyalty. Listen to the questions raised by the customer, and help them solve the problems.
This is made possible through informational communication. Fourthly, they are obliged to market the organization by offering quality customer service. Next role is that they are required to ensure they maintain the firm’s revenue in down economy. Retaining the clients in both the good and bad economic times attains this. Lastly, the customer service department is tasked with developing and maintaining a network of trusted customers.
In Customer Relationship Management there are three phases that provide a backdrop to the process: Acquire, Enhance, and Retain. Of the three phases Retention is the most important based on the fact that the longer a business can retain a customer the more valuable the customer becomes to the company. The first phase of CRM has to do with originally getting/ acquiring customers in the first place; this acquisition can be through such methods as database analysis, direct marketing, indirect marketing and Internet marketing. In the database analysis method of Customer Relationship Marketing a company compiles a target market profile and through software tools and programs targets the customers which they mean to market to. The target market profile of a company is key because it provides the to “whom” aspect of the process.
Identifying how customer needs are being met and how satisfaction is being measured is vital. Customer satisfaction is crucial because it can provide a business with key insights and areas of improvement that it would otherwise miss. When measuring customer satisfaction it is important to think about the needs and wants of the customer so that you utilize the appropriate feedback tool. Presently, TiER1 does not have a formalized system for maintaining customer feedback. They have a simple survey in place, but the survey is not provided to all of their customers.
In order to enhance such relation TQM used reward and recognition system which focus on achievement of quality objectives. Staffs are educated and trained to be more responsible, creative and innovative. TQM also have customer-driven quality, customer comes first and customer satisfaction would be management’s primary concern, staffs must be sensitive to customer needs and be quick in responding to issues. Societies nowadays are very fast paced, that why it is important to response quickly to customer needs. This is why short service introduction cycles are used, simplicity and efficiency is emphasize in order to achieve customer satisfaction (Stark 1998).