customer perception contribute to customer satisfaction, while customer perception vary from person to person, this depends on the mood, stress level and also time of the day. Though we cannot control one's perception, but in the service industry we still have to serve our customers up to the standard.
3 basic truth about customer satisfaction
- customer satisfaction is the ultimate goal
in my opinion, for any company that is dealing with service, their ultimate goal is not to promote their product, but to obtain customer satisfaction. Because, once customers are satisfied, they will in turn boost your sales and their influence is far more than what you can image.
- customer satisfaction is an investment
To invest in customer satisfaction will also contribute to your company's sales in a long term. image if customers are satisfied, they will spread good word -of- mouth to their friends, families and colleagues. In turn, they bring revenue to your company.
- everyone must be involved in customer satisfaction
Only not the top and the middle management should involved in customer satisfaction. Even the lower rank service staff should also be involved. if the company want to make good customer satisfaction happen, every single member of the company should be involved to achieve the same goal. If only the top management put in effort, the rest do not follow, it will be useless.
Short-term expectation creator
- first impression
- marketing effort
- advertising and promotion
- decor ambiance
Long- term expectation creator
- product design
- pricing policies
- consistency of service delivery
elements that are beyond company's control
- competitors
- word of mouth
- first impression
- recommendation
although some of this elements are out of our control, but we still can do our best to achieve customer satisfaction, thus word of mouth also can turn into good word of mouth, first impression can also turn into good first impression. If customers are satisfied, they would patronize our company more rather than our competitors.
From this workshop, i learnt that in any company that is dealing with services, the ultimate goal is to achieve customer satisfaction. Moreover, i learnt that when customers complain take it as a chance for improvement. when you take customers complains seriously, this is another chance to win customers back from you competitors.
