Building Customer Loyalty – You Decide Devry university, BUSN258 March 14, 2013 You Decide As a general manager, it is important to identify the issues interfering and affecting the relationship with your customer.
After carefully examining all of the facts of the problem, it is important to find a solution and providing the customer with a satisfactory answer. First of all the company needs to fix the problem as soon as possible. One way of fixing this problem, is by providing the customer with the right product. In addition offer him a discount for the defective part that was sent riginally.This may help maintain the relationship with the customer. The actions of the employees represent the personality of the company.
(Timm, 2011 P. 19). Ignoring the customer will cause a bad impression and may ruin the business relationship. Having a good attitude towards the situation, and promptly trying to resolve it may assist to maintain this relationship In todays business environment is important to provide customer satisfaction and great customer service. As explained on the scenario summary, this customer has a long term relationship with the company.It ould not be right to let the customer go, because a department or an employee made a mistake.
The company needs to assume the costs for the employees’ mistakes or invest more time and money in training for those employees dealing with customers. The company needs to provide the appropriate training in customer service on how to handle similar situations, to prevent them in the future. Unsatisfied customers may be one of the reasons why the company has declined sales and so many complaints.
“Companies and people that consistently give good service succeed, while poor service providers fumble and eventually fail. Timm, 2011 P. 3) Another important aspect that needs to be resolved is the organization of the company, starting with the person that takes the orders until the order is shipped. Customer service plays and important role in the whole process.
The cost of losing a customer due to poor customer service are very high for the company, (Timm, 2011 P. 7), that is why it is so important to provide customer satisfaction. Ideally, the customer relationship with this particular customer can be saved if all the parties involve decide to work together in order to deliver great service at all times.
As a general manager, it is important to make sure that all of the employees understand how important it is for the company to communicate with each other. When the communicate with other departments. If the information comes in late, she needs to do whatever is possible to reach out to one of the managers to take care of the situation. The sales manager and operation manager will need to work together in order to work effectively instead of blaming each other. They need to provide each other with the necessary information to maintain organization in the process.
The ales manager needs to build and maintain a relationship with the customer in order to avoid costly mistakes for the company. After all, communication is key, by maintaining the customer informed of where the product is in the process, may aid with the resolution of problems before they arrive. Part of the communication process is listening carefully to the customer’s request and verifying the information in order to provide great service. (Timm, 2011 P. 41). References Timm, P. (2011). Career Success Through Customer Loyalty (5th ed.
) New Jersey: Prentice Hall.