Inscrivez-vous ou connectez-vous pour rejoindre votre communauté professionnelle.
Hi,
I will try using my experience to answer this. I believe that no target is unrealistic. I have been taught that to attain "100%", you must aim for "120%" so to speak. Over the years i've tried to quantify how you would action this, so here is my take on why it is not unrealistic through simplifying how to go about reaching "100%".
I believe you must first ascertain what you as an employee like about the brand/products, and try to assimilate a feature to your lifestyle. Without this, there is no emotional attachment, which makes it a difficult task of transpiring this unto potential customers (and a lack of passion is demonstrated).
Secondly, and equally as important, i believe that an employee should be in control. As "hard-sell" as this may seem, what it really means is that, you should know your products inside-out and every feature, and apply it according to a person's lifestyle (to go that "extra mile". A lack of knowledge, will not convince (and will undersell features) others, who have come to be convinced to buy. A customer's intention upon entering a shop is obvious, although their choices may not be. This is where using high levels of knowledge, a customer is taken through a journey, seeds planted where applicable, so that products are deemed as beneficial or "making one's life easier" (re-iterating the importance of leading customers, and controlling the metaphorical ""car" on the journey you take them through)
Thus, the "realism" of achieving a target of100% customer satisfaction is determined by staff uniformity in the above points. The question should be re-phrased; "To what extent do employees determine a target of100% customer satisfaction". Chances are, the employees or "ambassadors" ability to get the above factors down to a tee, will be the defining factor that will see returning customers with memorable experiences to take home and to their friends.
I hope that helps. Please feel free to critique and support!
Asim
Customers are humans we should never forget that. Their needs and wants changes. Whenever we meet their expectations, there will be new things that will arise. It is our duty as a customer service provider to ensure we know our customers. I agree that we should always think high and deliver each time by developing innovative ideas through surveys/social media research which enables us to know their interests or needs.
i agree that we should target the100% satisfied customer because customer are our source of income and if we out on our mind that they need to be priorities them we assure of our business will surely bloom and develop.we aim high reach for the customer and to reach for a bigger business
Excellent customer service, because is not means that when you able to achieve100% satisfaction from the customer, they will patronize the product or services you provide, don't be so assured, always be reminder that their is only99.99% satisfaction and the1% might cause a loss, So be on guard always.
I think the mentality should be that IT IS A REALISTIC TARGET in order to deliver every time what the customer needs. Thinking that it is unrealistic would not help in our quest for customer satisfaction . It would be the opposite of motivation. Research, innovation and excellent after-sales would very beneficial in attaining said target.
Of course it is unrealistic, but if you set the standard lower, you give the impression to the workers that it is OK if once in a while someone is not satisfied, and that is not what you want because the people are lazy by nature, if you give them an OK to fail, they will take advantage out of it. You want to get the best out of your staff, because that is what they can give.
earning the confidence of customer is most satisfactory item in competitive market place.
You are quite correct it may be the1% that can damage a business. But1 negitive review can affect a business. But If we dont try and set targets are we leaving the door open to complaicency?
We set targets like Zero accidents(Hard to achieve also) and reducing carbon, so i see no reason why we cant try and set goals to help achieve100% Very satisfied customers. Every customer should be as important as the next, no matter what they spend or how rich they are(Ideal World).
