Definitely, the culture of service is something that is talked about a lot but that is rarely put into practice, and it is not that there is no interest in those who know that only through good service will the client not only return to buying a product or making use of a service but will attract new customers who will finally enlarge the value chain that will make it possible to stay in business over time and obtain profits.
But something as simple as thinking that you have to treat the client well seems to be so difficult that it seems that instead of hiring allies, “double agents” have joined the ranks of the company who try to drive away those who are the real thing with their bad treatment. reason for the company's existence.
Subscription Television Companies that in the event of a complaint indicate that it is not their responsibility but that of the "contractor". Telephone services that take long periods of time to search for basic information. Restaurants where you practically have to pray to be served the first time and beg for the order to be served. Banks that boast of being interested in meeting customer expectations and that when their services are required, an X-ray of the soul must be on hand so that, at least, they listen to the request. Technical service companies that do not even repair what is damaged and end up damaging what little was used. Universities that neglect and disregard people who are willing to pay their high fees for belonging to them… and the list goes on.A list where it is the customer who claims to be well served in the place that should be grateful to have customers interested in what they offer.
Yes, in the field of customer service it is the rabbit who runs after the hunter.
When will they realize that without customers there is no business? And if there is no company there are neither salaries nor benefits and bonuses at the end of the year. There is simply nothing. The client is the raison d'être of every company and if it is not served well, if it is not valued, then that firm does not have to exist.
It should be the companies - and not the customers - that should beg for people to be interested in what they offer. It should be the companies that really care about meeting the demands broadly and sufficiently or else losing the only secure source of income they have: their customers.
It cannot be that it is the prey who cries out to be hunted, that goes against the nature of things. Is it that they have not realized that there are competitors? The only justification that can be given to companies that seem to despise their customers is that of a monopoly, since in the absence of competition people have no alternative but to go to the only supplier that exists.
But history is full of examples that show that the power that monopoly gives ends as soon as different options appear… that's where the lamentations begin: "If we had done" "If we had thought" "If we had attended"… then post-plans. morten, ideas desperate to regain what once belonged to him and forcibly subjected to his will. It is here when you start the promotions, royalties and all kinds of gadgets to enchant the lost customer like a snake… and, finally, the guilt, the judgments and sentences come, where it is usually the least guilty who end up paying for the broken dishes.
But the customer is also to blame for the fact that there are companies where this procedural distortion exists. As long as they continue to buy or use the service, nothing and no one will convince them that they should improve customer service, because as long as there is income and economic stability is guaranteed.
Want to stop running after the hunter? Well do it! Well, only when he is alone will he need to review his strategy and spend more time investing in the quality of his product or service.
It is not impolite to demand quality, and it is easy to explain why: When a company offers a product or service, it establishes its price, duration and conditions. Very good. If what has been demanded has been paid, what has been bought should be received, never less, because no less has been given for it. That simple
Remember, companies exist as long as they have customers, without customers there is no company. You have the power. Learn how to use it.
