Everyday Human Resource Management : CLIENT SERVICE-SATISFACTION

Client or Customer satisfaction is defined as a measurement that determines how happy customers are with a company’s products, services, and capabilities. Client or Customer satisfaction information, including surveys and ratings, can help a company determine how to best improve or changes its products and services.

An organization’s main focus must be to satisfy its customers. This applies to industrial firms, retail and wholesale businesses, government bodies, service companies, nonprofit organizations, and every subgroup within an organization.

It is also defined as a measurement that determines how happy customers are with a company's products, services, and capabilities. Customer satisfaction information, including surveys and ratings, can help a company determine how to best improve or changes its products and services.

Client or Customer satisfaction is a term frequently used in marketing to evaluate customer experience. It is a measure of how products and services supplied by a company meet or surpass customer expectation. (GOOGLE)

WHO ARE OUR CUSTOMERS?

Our customers are internal - who are our fellow members of the workplace - those who come to us for assistance - in one form or the other.

Our customers are external - who are the clientele, persons are not directly employed with the organization - such as walk-in customers, vendors, online patrons.

HOW DO WE PREPARE FOR THE CUSTOMERS?

1. By having and providing the goods or services they want or need on a timely basis.
2. By ensuring that the staff of the organization is well prepared & trained to speak with (not to) their customers.
3. By training the staff on how to write business letters and e-mails in response to business inquiries.
4. By having the workers equipped with the expected dress code, by way of uniforms (where applicable).

CORRECTIVE ACTION AND FOLLOW-UP

Should an unwelcomed issue arise because of the client's dissatisfaction, an immediate investigation must be instilled to determine the cause and what must be done to ensure that the client is pleased with the outcome!!

This is all part of the retention process.

A good salesman is a satisfied client!

ROOT CAUSE ANALSYS

It is unfortunate that most feedback comments are negative. Many clients only give or provide feedback when they are not please.

Does silence mean approval?

It is what it is and a "Fire Station" must be installed with the trained "Fire Fighters" to address all "Fire" complaints.

PREVENTATIVE ACTION

Regular discussions and meetings must be held with the organization's staff, as well as with the clients. After which, training or retraining may be necessary.

If the client(s) are pleased, it is good to know why, ....what makes them smile.

If the client(s) are not pleased, you must move with lightening speed to find out why. And how best or what could be done to satisfy the client. In other words, ..."DAMAGE CONTROL".

IN CLOSING

No organization, whether it is a bank or convenient store, army or church - should take their service staff, protocols and procedures lightly.

Training and re-training is required for everyone on a regular basis.

Education from Secondary schools to the tertiary organizations is not the "be-all and end-all".

All clients, internal and external, must be treated with appreciation and respect!

AGAIN: TRAIN YOUR WORKFORCE