| |October 20169CIOReviewThe software tools we use, our measurements, our database, our inter-departmental functioning, our actions on customer feedback, the teams we build, must all focus on managing servicesdelicious that there is a crowd within minutes of their opening the shop in the morning and the crowd is ready to wait and stand for a considerable amount of time to get the delivery of their orders.The owner of the eatery surprised me once when he saw and greeted me with a smile and asked me whether I would like to have the same I always asked for, even before I could open my mouth. I could not resist asking him whether he remebered me from so many of his customers ! After all , I had never chatted with him. I used take the food, pay for it and vanish. How could he remember me from the unorganized crowd that accumulates at his shop eager to place and take their order. Smiling back he said yes he remembers me and told me about my car, its color, my family members that accompany me sometimes and pointing towards where my car was parked that day, asked me why I have not brought along my kids that morning ! and whether I was happy with the food !I went back to my car amazed and thinking that this guy will surely rise. Few months back he bought his own two floor shop in the nearby market. He took care of his customers, he knew their preferences, took their feedback and in turn the customers rewarded him with more business. Customer's expectationsWhat do we expect as customers ? That some marketing department records all our transactions , looks at our spending trends and encourages us into purchasing more, or they look into the problems we have faced and provide us prompt and if possible preventive service ?What do we want from the provider of the product or service? · To start with, our money's worth. · Quality service· Timely service· Communication and updates· Feedback and action on feedback· Approachable team· A listening organization A reputation for being with the customer goes a long way in generating trust, and that in the end, is good for business. Look at it as any other relationship, maybe between friends. Who would you go to when you need advice, consultancy or a loan, or when you are in trouble? A trusted friend or relative maybe. Then why will you not go to your service provider if you could trust him the same for a product, service or consultation? You would and once you trust the provider, you would purchase more from him because you know the services rendered are backed by care and trust.Still, so many organizations ignore the customers, don't listen to them and loose the opportunity to improve and generate long term business. Managing relationships is about managing service. Our focus has to be on Customer Service Management. The software tools we use, our measurements, our database, our inter-departmental functioning, our actions on customer feedback, the teams we build, must all focus on managing services so we care for the customer. The Customer Relationship has to be one of Care.
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