Customer satisfaction is the fundamental pillar of Marketing, that is, the idea that the main factor in the long-term prosperity of the company is the amount of satisfaction it manages to provide to its consumers.
The reason for the quality of the service.
Due to the process of economic change that our country faces, the commercial opening has redefined the strategies of business activity; and competitiveness in products and services has educated the Ecuadorian consumer. This forces us to ask ourselves the following questions: Are the services and products demanded really being provided? Are we attentive to what our clients say? These and other questions have given rise to evaluating whether, as a company or organization, we are really oriented not only to create a client, but to keep it. "Wealth is only created when there is trust in the people and in the system."
It is worth asking ourselves: Are we providing a service or product that allows us to keep our customers? Do we retain your trust? One of the key aspects to provide a good service and product is to be attentive to the dynamic needs of customers, giving a better service in terms of time, reliability and cost. This is achieved when there is perfect communication between the customer and the supplier. Therefore, you must know your customers, their needs and expectations.
Currently, our society is generating a change in attitude focused on preferring those products and / or services that fully satisfy our needs. The above comes to redefine the type of successful company, which will not be the one with the highest contribution margin, but rather the organization that is continually adapting to the needs of the environment by providing the best quality product or service. To the extent that these organizations are impregnated with this new philosophy, to that extent they will become more competitive in an environment that is demanding it. Every organization providing a product or service has a new challenge: to consider service quality as the number one driving force for the operation of the business.
The philosophy of quality of service suggests that everyone has a role to play and make sure that all things work out for the customer. Certainly, everyone in the organization should feel responsible for seeing things from the customer's point of view and doing everything possible to meet their needs. The organization must operate together as a large customer service department. The quality of the service requires knowing the customer's point of view as a priority. In a service business, satisfied customers are an asset. The future is in customer satisfaction.
It is very sensible to think of customers as a valuable asset. A revaluable asset is one that increases in value over time, exactly what happens with the services provided when there is an increase in satisfaction with the service received. Greater satisfaction is provided to customers as happiness is provided: by providing them with better services and more efficient assistance, not by directly trying to make them happier. But to what extent should a company go out of its way to please its customers? a) The customer is always right, if he thinks he is. b) We are more interested in pleasing a customer than making a sale. c) Any sale of goods or services includes the obligation to accept the item for credit, refund, exchange or adjustment, promptly and courteously, to the customer's satisfaction.d) We only sell merchandise of the best quality that can be obtained for its price. e) We offer merchandise in a wide assortment, from the lowest prices to the highest, and the quality, fashion and value respond to the patterns of our store. f) We strive to provide completely satisfactory service to each customer.
