| Hi I am NEW to Cite sale & want a help regarding customer satisfaction.actually we have a customer who is really irritating our company. So we want to send him a end of warrenty letter & as well as a service report format with mention of term & condition which shows the per visit charges . If anyone can help me on that , I 'll really appricate your all soonest reply. Thks Kavita Hi Kavita, Are you sure you want to send this "end of warranty letter" because the warranty has really expired; and not as a result of your irritation with this customer? I hope the former is really the case. Otherwise, it will not only be unethical but illegal too. Before you shoot off your reactive and provocative letters, I would suggest that you take a step back and look at the following facts: (1) An irritated customer, if left irritated, is likely to harm your business more than what you could imagine. Researches world over has established the fact that annoyed customers spread the word a lot faster than satisfied customers. (2) An irritated customer, who comes to you with a complaint can be your most helpful ally. That gives you a golden opportunity to rectify any problems, satisfy the customer and get a life long partner, who if treated well, will also spread the word, and give you testimonials in writing, if asked for. Truly customer focused and advance thinking companies grab such customer complaints with both hands in order to prove their worth and create opportunities for customer delight and more references. Now decide what action you really want to take. Why is the customer irritating? Is it because of him or you/ some of your people? What happened in the first place, that created this situation? If there was some probem with the product, was it rectified properly? Did you exhaust all the means you could take to remedy the situation? In particular, did you go out of your way to help this customer? Did any one of you call up the customer and frankly asked him why he is behaving the way he is doing and what needs to be done so that he treats you like a friend? Did you tell him, "Listen, Sir. We want you to stop complaining, and not only be satisfied, but so happy that you give us a letter stating your satisfaction. What do we need to do?" Are you part of the so called "customer service" group and not part of the sales group? If so, did you discuss the situation with any of the sales people or your manager? Do they agree with you? If you have exhausted all means to help the customer and create customer satisfaction and you sincerely believe that you are not at fault, go ahead and send those letters and service charge forms. In some rare cases, customers need to be fired, but only after exhausting all means to remedy the situation and only after ensuring that the customer was truly listened to and cared for by at least 3 different people from your organization, including some one at managerial levels. If that was not done, have these forms in sufficient numbers: you may need to use them with a lot of future customers as well, if you keep getting customers, that is.
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