To conclude, i feel that employees of the company and equally important as the customers. Once you have happy employees, your customers will be naturally satisfied. It is like an ongoing cycle, happy employees = happy customers. Therefore, building a service culture is highly essential to the company. The company should not only focus on customer but as well as their employees.
Service is vital because a research shown that 68% of customers stopped patronising a company because of an attitude of indifferences by the employees.
Sunday, August 2, 2009
Delighting Customers, Satisfying Them
Pursing customer satisfaction is a very important job because it is what the company does to stay in business. As mentioned in Customer Perception, it is vital to learn of customer’s varying needs, before knowing how we can delight a customer. A customer just wants to be listened to and treated well. Every one of us has some experience of being a customer. As a customer, i expect to be treated with respect and sincerity because i am paying for the service. As a service provider, serving people well is highly satisfying because i have made someone’s day. I remember the other time i worked as a waitress in a cafe. I was so happy to see customer walking away happy and satisfied with their meal.
Customers are not always right, but they have the rights. It is vital to exceed customer’s expectations. A service provide should always “Promise only what you can deliver and deliver more than you promise” this will perk the customer up as they are pleasantly surprised when you exceed their expectations. Highly delighted customer creates an emotional tie to the product and service. This meant that they are loyal to your product and will make repeat purchases. They would also be providing free advertising through word-of-mouth as they talk favourably about the company. Besides, it is vital to establish a long-term relationship with the customers.
As such, there are several important pointers to note.
Firstly, service provider should take the initiative and be proactive in serving a customer. It is important to have a positive service attitude and be flexible to meet customer’s varying needs. The customer should not have to ask to be given.
Secondly, product knowledge is very important in helping to assure the customers. Having equipped oneself with the knowledge on the product will help you and your customer to place their trust in you and the product.
Thirdly, the physical aspects of the service that customer can see and come into contact allows customer to make their first impression of the company’s service standards immediately.
Moreover, it is vital for service provider to recognise customer’s emotional state to serve them better. Customer will feel that the company cares and understand their needs and frustrations.
Lastly, the service provider should be prompt and willing to help customers.
When the customers are satisfied, it means that the company have created and imprinted on the customers a lasting impression of the service and product. The customer will show continuous support towards the customers by making repeated purchases and talk favourably of the company to his/her friends and family.
Customers are not always right, but they have the rights. It is vital to exceed customer’s expectations. A service provide should always “Promise only what you can deliver and deliver more than you promise” this will perk the customer up as they are pleasantly surprised when you exceed their expectations. Highly delighted customer creates an emotional tie to the product and service. This meant that they are loyal to your product and will make repeat purchases. They would also be providing free advertising through word-of-mouth as they talk favourably about the company. Besides, it is vital to establish a long-term relationship with the customers.
As such, there are several important pointers to note.
Firstly, service provider should take the initiative and be proactive in serving a customer. It is important to have a positive service attitude and be flexible to meet customer’s varying needs. The customer should not have to ask to be given.
Secondly, product knowledge is very important in helping to assure the customers. Having equipped oneself with the knowledge on the product will help you and your customer to place their trust in you and the product.
Thirdly, the physical aspects of the service that customer can see and come into contact allows customer to make their first impression of the company’s service standards immediately.
Moreover, it is vital for service provider to recognise customer’s emotional state to serve them better. Customer will feel that the company cares and understand their needs and frustrations.
Lastly, the service provider should be prompt and willing to help customers.
When the customers are satisfied, it means that the company have created and imprinted on the customers a lasting impression of the service and product. The customer will show continuous support towards the customers by making repeated purchases and talk favourably of the company to his/her friends and family.
Building a Service Culture: A Purpose, A Vision & A Mission
A service culture must exist within an organisation itself to ensure that the employee have clear purpose and know what the company is striving towards, be it adding value to customer’s lives and exceeding customer’s expectations. Leadership plays a crucial role in communicating the service culture and vision to the employees. The service culture should be service oriented and support the customer.
The employees must be proud to be part of the organisation and believe that what they do is beneficial towards the customers. Especially so in the hospitality industry where employees are part of the product, employees must appreciate the company’s culture and be convinced that what the company does is for the customer.
When you treat your employees well, your employees will treat the customer well and this will lead to customer satisfaction.
Teamwork is very important in any company; it is a group’s effort to ensure customer satisfaction. In any case, employees should try to cover up a fellow colleague’s mistake as it will reflect poorly on the company if you put the blame on your co-worker. The first priority is to assure the customer you will make things right as blaming on your co-worker is never going to solve the problem.
Gathering feedback from customers is the basis of customer service. The company cannot simply assume that they are providing good customer service because satisfaction is defined by the customers and it might not be the same as the company’s point of view. The customers are the ones who had experiences of your service and product, only they can tell you the first hand information. If a company never care for feedbacks, they will never meet customer’s needs because the customer would be dissatisfied and find another company with similar product that caters to their needs better.
Once the company keep in mind about delighting their employees, their employees will help to delight the customers.
The employees must be proud to be part of the organisation and believe that what they do is beneficial towards the customers. Especially so in the hospitality industry where employees are part of the product, employees must appreciate the company’s culture and be convinced that what the company does is for the customer.
When you treat your employees well, your employees will treat the customer well and this will lead to customer satisfaction.
Teamwork is very important in any company; it is a group’s effort to ensure customer satisfaction. In any case, employees should try to cover up a fellow colleague’s mistake as it will reflect poorly on the company if you put the blame on your co-worker. The first priority is to assure the customer you will make things right as blaming on your co-worker is never going to solve the problem.
Gathering feedback from customers is the basis of customer service. The company cannot simply assume that they are providing good customer service because satisfaction is defined by the customers and it might not be the same as the company’s point of view. The customers are the ones who had experiences of your service and product, only they can tell you the first hand information. If a company never care for feedbacks, they will never meet customer’s needs because the customer would be dissatisfied and find another company with similar product that caters to their needs better.
Once the company keep in mind about delighting their employees, their employees will help to delight the customers.
Perception: A Mind Game
Perception is a very powerful thing. Being the largest contributor to customer satisfaction, it is important for service provider to tackle the customer by making sure that the customer perceives our product as consistent and of high value. Customer also have to However, customer perception is wildly inconsistent because they have different expectations and preferences. Every one of us is different and we have varying wants and needs. To cater to the varying needs is a difficult task however it is vital that we create a positive experience for every single customer that requires our services or products.
A company cannot survive without customers and the service providers should please and impresses them.
If you choose a job that requires interactions with people, you will definitely come across some unsatisfied customers. And sometimes, you might feel what is wrong with them and why they are so difficult to serve. However, customers complain because they care about your company and want to continue to support your business. In fact, most of them are loyal and sincere in wanting your company to set things right. Somehow, after attending the workshop about Customer Perception and learning about Complaints and Service Recovery. I am starting to feel that complaining customers are not troublemakers anymore. And those complaints are opportunities to alter customer’s perception of your product and service.
Those complaints help to identify customer’s perception and their unsatisfied needs and give the company a chance to win back the unsatisfied customers. They would not be any more satisfied if you just give them complimentary vouchers or free gifts. Service Recovery is more than just free gifts or vouchers. Customers, like me, prefer the service provider to spend more time and attention and do a good follow up on the matter instead of giving discounts or vouchers. Customers want to feel that the service provider is truly sincere about doing service recovery and that they truly want the customer to feel happy.
It is essential that companies do not overlook customer perception because it is the major contributor to satisfying customers. However, the company should not neglect their internal customer as well which brings us to the next point of building a service culture that encompasses all the employees.
A company cannot survive without customers and the service providers should please and impresses them.
If you choose a job that requires interactions with people, you will definitely come across some unsatisfied customers. And sometimes, you might feel what is wrong with them and why they are so difficult to serve. However, customers complain because they care about your company and want to continue to support your business. In fact, most of them are loyal and sincere in wanting your company to set things right. Somehow, after attending the workshop about Customer Perception and learning about Complaints and Service Recovery. I am starting to feel that complaining customers are not troublemakers anymore. And those complaints are opportunities to alter customer’s perception of your product and service.
Those complaints help to identify customer’s perception and their unsatisfied needs and give the company a chance to win back the unsatisfied customers. They would not be any more satisfied if you just give them complimentary vouchers or free gifts. Service Recovery is more than just free gifts or vouchers. Customers, like me, prefer the service provider to spend more time and attention and do a good follow up on the matter instead of giving discounts or vouchers. Customers want to feel that the service provider is truly sincere about doing service recovery and that they truly want the customer to feel happy.
It is essential that companies do not overlook customer perception because it is the major contributor to satisfying customers. However, the company should not neglect their internal customer as well which brings us to the next point of building a service culture that encompasses all the employees.
Corporate Politics: It's a Jungle Out There!
I feel that learning about Corporate Politics in BESE was quite realistic. Politics occurs even now in school. I can definitely imagine it being a hundred times worse in the working world in the future. But it is something we all need to go through. It is a part of life. As the saying goes “Life is never fair”, there are always ups and downs. Although i hope very much for the world to be ideal and just, it is just not going to be just fun, joy and laughter. Instead, because of scarcity resources, everyone is fighting hard to gain recognition, therefore is it important to be aware of office politics. Using office politics positively will provide an advantage to survive in the harsh working world.
It is important to watch out for nasty co-workers who could be jealous of one’s booming career. Learning about the unfair politics that spiteful co-workers might play at work will help one to prepare for the inevitable. The world is very realistic. Once you get caught for something bad, you can never change the impression people have of you. There will be a scar, a blemish in your life. It will take a lot of effort and encourage righting the wrong and facing up to the mistake. But if you can get through it, you will be a stronger person.
Furthermore, getting along with everyone is vital for your career. You never know, they might be the ones who will be helping you to advance in your career. Never offend anyone; you might need his/her help in the future. It is essential to maintain a healthy relationship with your co-workers, boss and subordinates. Show them that you really care and appreciate them. The next time you need help, they will be there for you. You cannot work alone. There will be a time where you require their help or support. Hence, it is important not to underestimate anyone in the office because they will be able to help you solve your problems.
In addition, it is vital to understand your boss and get him on your side. This way, things can get done easier and more efficiently.
Projecting a healthy and successful appearance is vital because people judge you through your grooming, attire and body language. The way you feel about yourself, your job and the company is reflected by the way you wear your clothes and the way you carry yourself. It is important for you to portray the right image you want people to see.
Do not get personal in office politics. As the saying goes, “what goes around comes around.” Do not start or join into a gossip of your co-worker. It is safer to take a neutral stand and not like side with either side.
No matter how much you dislike your boss or co-worker, always be professional and do not show your dislikes during work as it would only be to your disadvantage if you show your unhappiness or frustrations to them.
It is important to watch out for nasty co-workers who could be jealous of one’s booming career. Learning about the unfair politics that spiteful co-workers might play at work will help one to prepare for the inevitable. The world is very realistic. Once you get caught for something bad, you can never change the impression people have of you. There will be a scar, a blemish in your life. It will take a lot of effort and encourage righting the wrong and facing up to the mistake. But if you can get through it, you will be a stronger person.
Furthermore, getting along with everyone is vital for your career. You never know, they might be the ones who will be helping you to advance in your career. Never offend anyone; you might need his/her help in the future. It is essential to maintain a healthy relationship with your co-workers, boss and subordinates. Show them that you really care and appreciate them. The next time you need help, they will be there for you. You cannot work alone. There will be a time where you require their help or support. Hence, it is important not to underestimate anyone in the office because they will be able to help you solve your problems.
In addition, it is vital to understand your boss and get him on your side. This way, things can get done easier and more efficiently.
Projecting a healthy and successful appearance is vital because people judge you through your grooming, attire and body language. The way you feel about yourself, your job and the company is reflected by the way you wear your clothes and the way you carry yourself. It is important for you to portray the right image you want people to see.
Do not get personal in office politics. As the saying goes, “what goes around comes around.” Do not start or join into a gossip of your co-worker. It is safer to take a neutral stand and not like side with either side.
No matter how much you dislike your boss or co-worker, always be professional and do not show your dislikes during work as it would only be to your disadvantage if you show your unhappiness or frustrations to them.
Introducing Business Etiquette & Service Excellence
It takes more than just good grades and qualifications to build up a successful career. Topics such as Corporate Politics, Customer Perception, Building a Service Culture and Delighting Customers, taught in Business Etiquette & Service Excellence can be useful in our future endeavour in the working world. Being equipped with the knowledge of the various topics can prepare us for the future and to achieve a higher level of service.
I feel that the four topics that i have chosen to elaborate on are essential to my future in the working world, especially in the hospitality industry where service excellence is almost everything. Therefore, understanding customer perception will help service provider to cater to their needs. While learning more about corporate politics helps to ensure our survival in the harsh working world. Lastly, treating your employees as important customers and treating them well will lead to content and satisfied customers.
I feel that the four topics that i have chosen to elaborate on are essential to my future in the working world, especially in the hospitality industry where service excellence is almost everything. Therefore, understanding customer perception will help service provider to cater to their needs. While learning more about corporate politics helps to ensure our survival in the harsh working world. Lastly, treating your employees as important customers and treating them well will lead to content and satisfied customers.
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