With all of the technology out on the market, it should be quite simple to advertise you product and even target your customers; however, what happens if the customers is not happy about your product or services? Well...
The article "Social networks forcing customer service Change" talks about how companies nowadays have to really be careful in terms of how they treat their customers. One of the examples used is how AOL appeared in The Wall Street Journal after a customer was going through a painful process of trying to cancel their internet subscription. To make the matter even worse, the customer decided to put it on the internet.
Now the question here is how can companies avoid this trouble? The obvios answer is, not to make the customer mad and instead make him/her happy. Obviously, the intention is to keep a continuous realtionship with a customer, considering that you have been working hard to develop your product or service and it is not worth it to let it go down. After all, the "customer is always right" no matter what.
At the same time, as a company you would want to establish a good reputation for yourself, and not be on the news because of something that you regret you would have done it before.
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4 comments:
I agree and I also would like to share this story that I heard long time ago from a friend.
He told me a story about Nordstrom and what really help the company to grow up. he said that an old lady came to the store with a tire and she wanted to return the tire because it is damaged. the employee told her that is not possible since Nordstrom does not sell tires but the old lady insisted to return the tire and ger her money back. The manager of the store heard the debate and came to the customer and asked her how much she paid for the tire and he gave her the money. Next day the story was in the media and Nordstrom became popular than ever.
I think customer care is very important and you can gain or loose the customer trust through customer care
i agree that customer service should be a company's top priority. with a good customer service i think companies can not only maintain current business, but with great customer service, a competitor with slightly higher prices will still attract equal or more business than the cheaper competitor with lower prices but poorer customer service. People rate customer service highly, and the elasticity of price change is highly dependent on customer service quality.
Alex-
"a competitor with slightly higher prices will still attract equal or more business than the cheaper competitor with lower prices but poorer customer service."
***ABSOLUTELY***
My Point of view:
The reason you are in business is to sell the product,and provide your consumers with the greatest service so they can come back again, again and again. This will eventually make you more profitable
I totally agree.. The proliteration of people sharing information on the internet is definitely affecting the status quo throughout many industries, including customer service. It is a major concern for companies though: what if a customer service representative deviates from the company policy and it somehow gets reported to the media. The company can of course cite that a representative's inappropriate actions are against policy, but the damage may already be done. Perhaps this will force employers to screen employees more closely and make them adhere to better standards, which ultimately is good for the consumer..
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