QIC Guru

Building positive customer relations means a lot more today. It is not good enough to just say “hello” when someone calls or stops by the office. While recognition is a good thing, it doesn’t take the place of meeting the customer’s expectations.  Is your company meeting those expectations?

Customers and inquiring, prospective customers have higher service expectations today than ever before. When developing a quality management system the quality policy usually proclaims “We strive to meet or exceed our customers’ needs” but do our actions really show that? Do we set ourselves up to fail by not putting the processes in place to actually accomplish what we set out to accomplish “Customer Satisfaction”? The market-and your competition-have educated the business world and the individual consumer to expect more.

The market has changed, it is now a global market, and customers have been educated, often by your competition, to expect and even demand more and faster service, no matter how they define “service.” If your company is not aware of these customer expectations, you are likely losing business to others who understand this new customer dynamic.

For those companies who wish to separate themselves from their competitors, there are several customer satisfaction techniques that you can use to get improved results:

Communicate, Communicate, And Communicate

Train Everyone to Properly Interface with Your Customers’

Don’t Shoot Yourself In The Foot By Having Administration Or Operational Personnel Communicate The Wrong Message

 Positive Attitude – can you guarantee that every one of your personnel communicates a positive image about themselves and your company? People will quickly pick up on a negative attitude. It can turn off a customer faster than anything else you do.