Customer Service. Standard-3.2 & 3.3. Satisfied – vs - Dissatisfied Customer. Well-trained employees are the key to satisfied customers Customers=Revenue=Wages=Employees If customers are not happy, they will take their business elsewhere. Customers are the reason that employees have a job!.
Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.
Standard-3.2 & 3.3
If customers are not happy, they will take their business elsewhere. Customers are the reason that employees have a job!
Customers may be difficult for several reasons:
Step 3 – What can I do?: Thank the customer for the opportunity to fix things. Rectify the situation.
Step 4 – What can I say?: Restore the relationship. Follow up to make sure customer is now satisfied.
Step 5 – What needs to be done?: Fix any practices or procedures so the problem doesn’t occur again.
Categorize the following customer transactions into small & quick or intimate & complex:
intimate & complex:
Regardless of the type of transaction, customer contacts can result in relationships. Even when it is only one interaction, customers judge a company based on their relationship with that employee.
These types of expectations vary from one person to another, one situation to another & one day to another.
A few winters ago, a longtime customer called the Schmitt Furniture store in New Albany with an unusual request. She needed some firewood.
Louis Schmitt, the company's vice president, said the store did what came naturally: It sent a truck out with a load of firewood.
* Discuss how companies can respond to customer expectations and be proactive.
When appropriate, a company’s marketing mix must change according to the change in demand for the products and services.
Being responsive to changes can increase customer loyalty & satisfaction.
Increasing customer loyalty & satisfaction equals increased profitability!