Henry Ford as father of Ford motor describes the significance of customer by saying employees are not paid salary from management, role of company is to handover the money that is actually received from customers as the result of successful delivery of services.
Jeff Bezos is CEO of Amazon.com highlighted the power of customers as promoter of words of mouth; he provided that boiling customer experience is the winning or losing situation for the company. If successfully executed, customers will share positive words with others and vice versa.
A great Research and understanding on customer services enabled me to provide some quick tips such as
- Leaders are trendsetters: Top management is required to guide the team or employees to prioritize customer complaints, issues, preference to deal with utmost priority
- Customer services a culture: Promote this culture throughout the organization and market it outside the organization as value proposition. Employee training sessions, printed material, quick tips, and check and balance from management improve the practices
- Employees are significant stakeholder: Employees are the asset of any organization, they invest their skills to make organization a success even customer satisfaction achievement is ultimately due to employee’s efficiency in production, operation, and delivery of services
- Listening to customer: It helps gaining their confidence and building strong relationship, which will be effective in long run.