After graduated from university and start on with working life, there is a thing, I keep on asking myself and even attending some courses to try to understand about it.
Yes, 'Customer Service'.
During study life and homeworks, I trust and bet every university & college, no matter what field you are in, it involves business, it involves money, and your boss & client are GOD. Every single little thing we do, MUST fulfill their need; if we fail to do so, we are the one who is goes wrong.
Customer Service is the FIRST priority no matter what business you are doing, this always hear from lecturer, supervisor, superior, boss and even some hear the own voice on this.
Is that true? I think it 'was' true.
Do we still need to depend on customer satisfaction level and make it our first priority aim & goal?
Nowadays, there are plenty, plenty of products out in the market. Some are niche, some are mass, some even nobody needs it. No matter what product or service, customer need it or not, it is not important because we 'educate' them to use the product and service where the advertising & promotion take place.
For example, toothpaste, my family use 'c' brand. However, when 'd' brand giving out free gift with purchase, trust me, human are greedy, you may tends to look and relook on it, where some will grab one or two just because you think it is worth for it. And, when you reach home, the product you just brought is placed in the store and you suddenly realise you don't even use or need it. this is the power of advertising & promotion.
In this case, can we return the product to the store and get back our money with the reason 'customer always right'?
Please wake up! Customer is always stupid! Therefore, businessmen & marketing people try to help and educate everybody.
Previously, all the business move towards customer satisfactory. Customer say 'no', you need to change and move faster to make them happy. It makes the business hard to survive and profitable because they are same category and similar products always beside yours. Customers are human; human never feel satisfaction. You want to make your client 100% satisfy with your product, thank god, if your company and product still in the market.
So, now, change the mind set. My product & service always right! (It depends on your product & service if it is really good)
Educate the customers. They are not that clever to teach you how to improve your product and service. Educate the customers, make them follow your rules. Educate the customers, inform them your product & service is the best.
No doubt, at the beginning stage, there must be lots of rebound. But who cares? Now, business should be make your own PROFIT as the first priority. I raise my product & service price because I believe it is worth for that. I increase the product & service price because the economy is bad.
Some may disagree on this issue. Ask yourself, the leader of the service category is? In my opinion, prostitude is the service leader in the category. (please ignore the legal issue at this moment) They make their customers satisfy; but while the customer complain on the service after the sales, can the customer just walk away or just pay as-much-as they think is worth? Come on, this is a realistic issue. I give you the service, and I must get back what I expected return; you not satisfy at this time, please make the arrangement for the second time.
Petrol price increase, residents never make noise on that? And the result is? Price up means up, no matter you agree and satisfy or not; you can choose to use it or refuse, but you still need to pay for it, in indirect way.
Fast food restaurant, they change the menu few months once, the price seems like the same, but the value of the menu set is definitely more expensive than previous. Can you complain on this? Sure, but you either continue to purchase it or ban it. It is your choice and the business is still goes on, as you are only one, you are never be able to represent everybody.
So, is customer still the one who is always right? You have your own judgment, so as I.
