Almost every company, whether they?re big or small, has a customer service department ? or at the very least an owner who wears the customer service hat on a daily basis.
A small business can actually become big based on their customer service. The thought is not as absurd as it would seem to some, considering that consumer satisfaction can make or unmake a customer oriented business, even the large ones.
The bigger a firm is, the more vulnerable it becomes. This rings true with the larger companies and their customer service. Complainants in a big company usually get the impression that they are dealing with a mechanical robot. There are many instances when dissatisfied customers just threw up their hands in disgust and decided that it just is not worth it after dealing with unemotional and evasive personnel.
Customers can lose interest in a company fast if they don?t get their complaints taken care of in a timely manner. In contrast, customers will be flattered if the owners themselves attend to their complaints.
Policies can sometimes be a drawback. Unknown to many customers, complaints are subject to overt and covert disclaimers that are contained in company policies.
In many cases, big and small firms? treatment of customers? complaints is diametrically opposed to each other, with big firms? priority being their own interest and the small businessman showing more sympathy.
In dealing with customers, businessmen should be guided by the biblical truism ?do unto others what you would like others do unto you?. Dissatisfied customers are normal, what is not normal is dissatisfaction after, and not before, a transaction which can cause irreparable damage to the business. Continue being polite, because even though you didn?t meet their needs, they could recommend someone to you in the future whose needs you will meet.
Customer service is supposed to deal with returns and complaints to the customer?s satisfaction. Customers would like to be pampered and treated importantly, so oblige them and they?ll come back for sure.
A business owner can perform better in these circumstances. At the back of their minds will always be the thought that they cannot afford to antagonize customers. Big companies are used to dealing with a throng of customers and one individual is just a drop in the bucket and will be treated accordingly as a face in the crowd. Small business should make full use of their ability to give personalized service and customer satisfaction as it is a stepping stone towards building a reputation and provide the impetus for growth.
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Source: http://www.uniworldvietnam.net/small-business-can-take-advantage-of-customer-service/
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