How to handle customer complaint

Every company In world must have front desk which we’ve known as customer service. But do we know what is customer service? And what we understand about what their job? How it’s important to each of organizational in the world especially big company who run the business in retailing, supermarket, and services? For example Is Neon company Is Include In retailing and must have customer service In their store to what? Before we solve the complaint at customer service, let’s we understand first what the definition of customer service and figure 0. 1 shows what customer service look. Figure 0. 1 :Customer Service

Customer service is the provision of service to customers before, during and after a purchase . According et. Al, “Customer Service is a series of activities design to enhance the level of customer satisfaction-that is, the feeling that a product or service has met the customer expectation. The Importance of customer service may vary but the product or service, Industry and the customer Is very Important especially in a big organization. The perception success of such interactions will dependent on employees “who can adjust themselves to the personality of the guest, “according to Mica Solomon.

From the point of view an overall sale process engineering effort, customer service plays on important role in organization’s ability to generate income and revenue. From that perspective, customer service should be include as part of an overall approach to systematic Improvement. A customer service experience can change the entire of what perception a customer has of the organization. Some have argued that the quality and level of customer service has decreased in recent years, and that this can be attributed to a lack of support or understanding at the executive and middle management levels of a corporation and or a customer service policy.

To address this argument, many organizations has employed a variety of methods to Improve their customer satisfaction levels, and other key performance indicators. For example, let me choose one of the most big organization in retailing in Malaysia, Neon . Co . But first what is Neon? NEON CO. (M) BAD. Is a leading retailer in Malaysia with a total Company was incorporated on 15 September 1984. NEON CO. (M) BAD. (NEON or the Company) was set up in response to the Malaysia Government’s invitation to NEON Japan to help modernism the retailing industries in Malaysia.

The word neon 0 has its origins In a Latin root meaning “eternity. ” The customers’ beliefs and desires comprise the central core of our philosophy. At Neon, our eternal Nilsson as a corporate group is to benefit our customers, and our operations are thus customer- focused to the highest degree. The customer service at Neon, they really care how the customers react to the services, is the services is good? The environment while they shopping, the long queue and of course the management wants to reduce the numbers of customers ‘OFF

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