Customer service priority is to consider the client as king<\/p>\n
By Vishnu K. Mahmud<\/p>\n
JAKARTA (JP): Recently in the U.S., a computer consultant
\nfound a security flaw in an e-commerce site, which had the
\npotential of displaying customer's credit card details. Although
\nthe consultant had informed customer services and management
\nabout the issue (as well as how to patch up the flaw), the
\nwebsite continued to operate for a few days even after it came to
\nlight. Even worse, the company failed to warn its client base
\nthat their credit card numbers may have been compromised.<\/p>\n
Issues regarding guest satisfaction continue to be a primary
\nconcern in the hotel industry. You would never let a guest walk
\nout unhappy. Good managers always foresee if a small problem
\n(e.g. a small water leak) can result in disaster (flooding the
\nlobby) and take steps to prevent any unwanted incidents.<\/p>\n
In this case, the plight of the aggrieved parties became
\npublic, casting a black eye on the reputation of the company.
\nThe corporation may have dealt with the problem \"by the book\" or
\npursuant to a variety of rules and regulations, but in the end,
\nthe customer feels victimized.<\/p>\n
And in the Internet era, that is the last thing you want to
\ndo. Whereas before, aggrieved parties would have complained to
\nvarious newspapers and company management with limited public
\nexposure, they can now air their grievances online for all the
\nworld to see.<\/p>\n
Consumer protection sites can offer potential clients a
\nglimpse of what they can expect from using products and services
\nof certain companies. For example, Las Vegas Online
\n(http:\/\/www.lvol.com) offers users the opportunity to submit
\nhotel ratings for guests and potential visitors to carefully
\nchoose which establishment to stay in based on the previous
\nexperience of others. In Indonesia, the new site
\nhttp:\/\/www.pintunet.com offers web users a consumer database of a
\nvariety of products and services available nationally. In
\naddition, any unsatisfied customers are able create their own
\nwebsite as a warning beacon to others.<\/p>\n
It is common sense to realize that the client is king. If you
\ntreat them well, they will praise your company to their closest
\nfriends, recommending them to go to you. If they leave with a
\nbitter experience, the whole world will sympathize with their
\nplight.<\/p>\n
It is no secret that deluxe hotel chains such as the Four
\nSeasons and Aman resorts are world renowned for their excellent
\nservice. Guests continue to return to these hotels because of
\ntheir high quality of professionalism, diligent upkeep and
\npersonalized (yet non-intrusive) guest experience.<\/p>\n
If any problem should occur, the hotel would do its utmost to
\nsatisfy the reasonable requests of the guest. Should an immediate
\nsolution be not readily available, the hotel would continuously
\nfollow up with the client instead of leaving him on his own. In
\nthe end, it is not the actual problem that will irritate the
\nclient but how poorly you handle it.<\/p>\n
In a few years time, Indonesia will become part of a Free
\nTrade Zone, in which foreign corporations can compete directly
\nwith local companies. Indonesians will be able to choose a wide
\nvariety of merchandise and services from various companies. If
\npeople continue to be overcharged, under-serviced and ignored,
\nnew companies will only have to advertise themselves as the good
\nguys, \"We're not like company X. Come to us! We welcome you!\"<\/p>\n
No matter how many services you offer, no matter how many
\nproducts you have, the client experience before, during and after
\nthe sale will always be the underlying reason for them to come
\nback. And although they may not have many choices now, they will
\nremember when other alternatives arrive.<\/p>",
"url": "https:\/\/jawawa.id\/newsitem\/customer-service-priority-is-to-consider-the-client-as-king-1447893297",
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"sponsor": "Okusi Associates",
"sponsor_url": "https:\/\/okusiassociates.com"
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