Perhaps a provocative statement, but one that summarises the importance of having a strong culture that is customer focussed, with all employees having an understanding of the role of ever increasing customer satisfaction.
High levels of customer service endorse the relationship with existing customers and contacts and often lead to new opportunities.
Customer satisfaction is often seen as a surface activity that is only skin deep. However, in depth customer satisfaction requires cultural change, a never ending appreciation of customer’s viewpoints and an individual ‘passion for customers’. In practise, it requires to be a continuous process in any business, particularly if the objective is to delivered ‘added value’ and therefore the opportunity of ongoing work on project extensions and new projects.
The ‘people’ in any business create an impression of the product or service at every single touch point. This can be technical support, van delivery, telephone support and enquiries, right along to the financial and accounts departments. Often, these categories of personnel will get further into a customer’s organisation than any sales person ever will.
The chances to create a positive perception of the company arise on a daily basis as do opportunities for future growth and additional work. Additional work is often provided at a less price sensitive rate ( the focus by this time is on quality and service rather than price). In many cases, opportunities are obvious but not spotted and certainly not maximised.
For more information on customer service and revenue generation, contact russ @ rfm.co.uk.