Contemporary Strategies in Customer Satisfaction |
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A customer is the most important visitor on your
premises; He is not dependent on us. We are dependent on him; He is not an
interruption on our work; He is the purpose of it; He is not an outsider
on our business; He is a part of it; We are not doing him a favour
by serving him; He is doing us a favour by giving us an opportunity to do
so. Economists tell us we live in a "Service Economy". So
everyone is exposed to – and giving – lots of service. With all that
experience with service, our customers have a pretty good idea of what
good service in.
The expectations of the customer is getting higher and
higher everyday. So the firm like Bakery has now trying to analyze the
expectations of their customers. Once, a customer had experience with the
bakery that he has been asked about the bakery and service which has been
rendered to him.
The person who has been satisfied with all the type
services provided to him, and he gave a positive opinion to the bakery
owner. Firms that provide outstanding customer service, and they also want
to maintain a good relation with the customer. For Ex: - when you offer a
treat to your dear most the optional bakery has given a wondering service
means a mere arrangement will give much more to the person who gave the
treat got the benefit.
So a consumer in one time has been converted to
customer. It is depend upon the bakery how it is going to maintain a good
relation to retain the customer in future also. Those who only provide
good service might survive. Everyone else is doomed. And the firms should
not a exaggerating their proceeding towards the job. The relation that you
give to the customer service is the main operating principles and the
specific processes that combine to give your customers a warm feeling of
satisfaction, maybe even joy, from interacting with the organization.
1.3. THE RELATION WITH THE CUSTOMER
A Customer relation by the way of service could be receiving a quick,
friendly greeting in a bakery or a retail store and getting the vision of
good house keeping in the bakery. It would be a helpful sales person with
Cleanliness of the sitting area and having a pleasant smile of the owner
and the supplier. A warm and cool list of the varieties and the time
spending inside the bakery should be a pleasant one. No more hassle
experience on consumption or purchasing or packaging. A very nice finish
of your consumables and no heating bills with a pleasant smile and a thank
you send off.
These are the ideas which have been provided by many
researchers for the satisfaction of the customers. And to be sure,
customer service is all of these things and more. In all bakeries they
exactly doesn't know about what is customer service and satisfaction of
the customer. But all persons inside the bakery who work for to maintain
the relationship to retaining them for long term basis.
Those tasks include one or more of the following; 1.
Opening prices to customers. 2. Entering customer orders into a computer.
3. Telling customers the status of their orders. 4. Explaining them about
the varieties available. 5. Proper and timely services. 6. Resolving
billing questions. 7. Investigating or approving credit. 8. Collecting
overdue bills. 9. Change the product if it contaminates. 10. If door
delivery, the delivery should be very perfect. While, these are all the
customer service functions, that may be best handled by every supplier and
supervisor and the owner of the bakery.
1.4. HUMAN TO HUMAN APPRAOCH
Customer relations is everything that a baker or a retain
organization does – and everything it doesn't do – to create
Personally Pleasing Memorable Interactions (or PPMI) with the company's
many different constituencies. Truly great service pleases a customer
according to his or her individual preferences – so much so that the
customer feels special and remembers the interaction with the company, and
wants to come back for more again and again. Exhibit: - Human to Human Approach Customer service
injects humanity into a business transaction. There are two vital
components to every interaction you have with a customer. Good customer service always builds the relationships and completes the
transaction. As it is also the relationship that often builds more sales.
Every Business interaction involves the twin dimensions of business: the
transaction and the relationship.
1.5. CUSTOMER (BEYOND BUYER)
When we think of customer service as encompassing all the activities
that can create Personally Pleasing Memorable interactions (PPMI) with
many different very important People, you certainly include the work done
by traditions, more narrowly – defined customer service departments. For
those departments to be most effective in their dealings with customers, a
broader idea of what customer service is needs to take hold to the
organization. Customer, as the dictionary defines it, translates into
buyer. And while buyers are might important, it is absolutely
indispensable, to your company's success, how the industry or the retailer
might treat your buyers depends largely on how your company treats lots of
other important people like the fellow employees, for instance.
Three interesting things to purchase from a retail industry: - 1.5.1. Great Expectations
Giving good service along will not yield a good customer
service which will bring the satisfaction. All retail / FMCG / Bakery /
Hotel - are trying to provide excellent service to the people they serve.
The consumers of every description are being exposed to lots of service
from many, many service providers. All those organizations are trying to
distinguish themselves by the quality of their service. That means
organizations now compete on the basis of service. So customers –
spoiled by all that service – can tell in a microsecond the difference
between outstanding service and good, mediocre, or bad service. To compete
on service today – and that's what you've got to do – you need to be
rally, really, realty good at it. There is a clear relationship between
the level of service and customer loyalty. Exhibit: - Hierarchy of Service by Don Blohowiak When the customers feel that the company exists to serve them and their uniquely personal needs, then the company is on its way to realizing the competitive advantage – it would be called as the service difference. |