The Income of all commercial enterprises Is derived from the payments received for the products and services to its external customers. Customers are the sole reason for the existence of commercial establishments. Since sales are the most important goal of any commercial enterprise, it becomes necessary to satisfy customers. For customer satisfaction it is necessary to establish and maintain certain important characteristics like: a. Quality b. Fair prices c. Good customer handling skills d. Efficient delivery e. Serious consideration of consumer complaints.
Satisfaction is the feeling of pleasure or disappointment attained from comparing a products perceived performance (outcome) In relation to his or her expectations. If the performance falls short of expectations, the customer Is dissatisfied. If the performance matches the expectations, the customer is satisfied. If the performance exceeds expectations, the customer is highly satisfied or delighted. Value your customer Take every opportunity to say “Thank You”. Gratitude as a part of courtesy is one of the hallmarks of excellent customer service.
Any customer service, sales, or support training worth doing Includes that fundamental. Be generous with sincere comply meets. Sometimes we think complimentary thoughts (“Wow. She brought all the data files we talked about needing. “) but fail to say anything. Praise isn’t just for direct reports. When it’s sincere, it strengthens rapport by showing that you noticed and appreciated your client’s efforts. Be proactive about nurturing your relationships. Stay in touch. Send articles, web links, a summary of a webmaster, or book recommends eons that you know will Interest your client.
And It doesn’t always have to be the account manager that makes contact. Once the customer Is a customer -? has purr chased your product or service -? then service and support can also keep in touch. Technical support or field service can check back to make sure that what they did to resolve an issue is still stable. Make an effort! I’m a member off Linked group called Customer Experience Management and was reading a conversation thread ear lire today. Gary M. Freedman, another member of the group, told a great story about his experience In a Wells Fargo Bank branch.
