Customer service priority is to consider the client as king
Customer service priority is to consider the client as king
By Vishnu K. Mahmud
JAKARTA (JP): Recently in the U.S., a computer consultant found a security flaw in an e-commerce site, which had the potential of displaying customer's credit card details. Although the consultant had informed customer services and management about the issue (as well as how to patch up the flaw), the website continued to operate for a few days even after it came to light. Even worse, the company failed to warn its client base that their credit card numbers may have been compromised.
Issues regarding guest satisfaction continue to be a primary concern in the hotel industry. You would never let a guest walk out unhappy. Good managers always foresee if a small problem (e.g. a small water leak) can result in disaster (flooding the lobby) and take steps to prevent any unwanted incidents.
In this case, the plight of the aggrieved parties became public, casting a black eye on the reputation of the company. The corporation may have dealt with the problem "by the book" or pursuant to a variety of rules and regulations, but in the end, the customer feels victimized.
And in the Internet era, that is the last thing you want to do. Whereas before, aggrieved parties would have complained to various newspapers and company management with limited public exposure, they can now air their grievances online for all the world to see.
Consumer protection sites can offer potential clients a glimpse of what they can expect from using products and services of certain companies. For example, Las Vegas Online (http://www.lvol.com) offers users the opportunity to submit hotel ratings for guests and potential visitors to carefully choose which establishment to stay in based on the previous experience of others. In Indonesia, the new site http://www.pintunet.com offers web users a consumer database of a variety of products and services available nationally. In addition, any unsatisfied customers are able create their own website as a warning beacon to others.
It is common sense to realize that the client is king. If you treat them well, they will praise your company to their closest friends, recommending them to go to you. If they leave with a bitter experience, the whole world will sympathize with their plight.
It is no secret that deluxe hotel chains such as the Four Seasons and Aman resorts are world renowned for their excellent service. Guests continue to return to these hotels because of their high quality of professionalism, diligent upkeep and personalized (yet non-intrusive) guest experience.
If any problem should occur, the hotel would do its utmost to satisfy the reasonable requests of the guest. Should an immediate solution be not readily available, the hotel would continuously follow up with the client instead of leaving him on his own. In the end, it is not the actual problem that will irritate the client but how poorly you handle it.
In a few years time, Indonesia will become part of a Free Trade Zone, in which foreign corporations can compete directly with local companies. Indonesians will be able to choose a wide variety of merchandise and services from various companies. If people continue to be overcharged, under-serviced and ignored, new companies will only have to advertise themselves as the good guys, "We're not like company X. Come to us! We welcome you!"
No matter how many services you offer, no matter how many products you have, the client experience before, during and after the sale will always be the underlying reason for them to come back. And although they may not have many choices now, they will remember when other alternatives arrive.