It is obvious that cannot survive
without satisfying customer. Satisfaction is a person’s feelings of pleasure or
disappointment resulting from comparing a product’s perceived performance (or
outcome) in relation to his or her expectations.
Satisfaction is the customer’s entire
expectation with product, service and associates that determines his or her
deliration of satisfaction. Satisfaction is based upon the customer’s
perception of the experience. This perception is his/her interpretation of the
value received played back against expectations. Interactions with the
customer, the promise made to the customer in there conversations, the customer
expectation generated in these conversations, and the actions we take that are
consistent with those expectations combine to produce a declaration of
satisfaction.
Therefore, it is essential to manage these
aspects of business in a proactive manner to excel at customer satisfaction.
The organization should always try to meet the external customer’s needs and as
many of their wants as possible. There are a variety of ways in which we can
identify an external customer needs.
- · By discussion their needs with them
- · By asking for customer feedback
- · By analyzing complaints
- · Through staff feedback
- · Carrying out market research
- · Through customer surveys
Thank you
Prepared by: Puja keshari
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