"Only those who can soar like Eagles reach the summit." Pizzaonius
If the value of your product or service fails to meet your customers’ expectations - your customer service stinks!
Marketing and sales create expectations; customer service is what fulfills those expectations.
However, before those expectations can be met you must create value. Value simply defined means a product that meets the customer’s expectations within the price range they expect to pay.
The key here is the phrase within the price range they expect to pay. In other words, five dollars should buy the best five dollars can buy, and a hundred dollars should buy the best hundred dollars can buy.
While this is more easily understood with an actual physical product, this concept is frequently misunderstood when dealing with a service product.
First and foremost, customer service relies on a quality product consistent with the price that is being charged. In order to be successful, a company must put all of its efforts to make sure they have a quality product that will meet all the advertising and marketing claims that are made.
Without this, everything else fails.
As obvious as this all seems, it is amazing how many times the expected value is not received by the customer. Unfortunately, the business is not going to hear about this. You will have a dissatisfied customer who will probably never say a word to you but will say many words to everyone else they meet when talking about your company.
To be Continued……
John Frank Giovanni
Interesting reading - well worth your time - "The 13 Defining Moments Of Business Leadership [Video]"
http://www.forbes.com/sites/sap/2014/02/24/the-13-defining-moments-of-business-leadership-video/
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