The opinions of the customer are the basis for the best of the Company’s policies in the present day and age. This is the reason why many of the company’s policies don’t do so well; they do not really listen to what the customer is trying to say. There are two basic mistakes that moat skilled of the business persons make when giving regard to the opinions of their customers. Firstly, they just do not gather enough data to really understand what the customer requires from them, and secondly, they misinterpret the point that the consumer is trying to make. There are also a few more detailed problems with customer care, and we will discuss a few of them here.
Like we conferred earlier, many businesses have the problem that they do not spare the time and effort to gather quality data about what their customers think or what they might want. The trouble that they face because of that is that in a highly competitive environment, these customers get the product of their choice from other companies that implement customer care policies to their fullest potential and thus, these companies end up losing the loyalty of their customers and in some cases they do not accumulate any loyalty, to begin with.
The best and the fastest way to remedy that problem is by designing and circulating surveys on various survey websites which can ask all the rights questions about customer care. This way, the Company can not only communicate to the customer that their opinion matters, but rather it can also find ways to deliver them a product which is best suited to their needs.
Some companies also make the error that despite taking that feedback from the consumer; they do not make the struggle to implement policies within their company the aim of which is consumer satisfaction. This can happen through poor management of resources and the workers or due to excessive focus on profit-making strategies rather than those of customer care. In the latter case, though, the situation arises due to the Company’s failure to recognize that customer satisfaction is actually a step which could take the company even closer to profit maximization.
The remedy for this problem is the effective communication of expectations of the higher management. Another way is to be in the customer’s shoes and really think like them to truly understand what they are trying to explain to the businessman. Every person who runs a business is a customer somewhere, so it shouldn’t be hard to sympathize with their feelings and then go ahead and so something about what is being done wrongly.
Then, in some businesses, there could also result in a huge difference in between what the company wants to accomplish for its customers and what it actually ends up accomplishing. The problem is that where this weakness exists, all of the effort and the capital placed on finding out about customer needs and implementing policies accordingly becomes futile.
This predicament could find a very effective remedy in better quality control departments. They may add to the cost of the business over the short-term, but they can most definitely give the company better profits and greater goodwill than it would otherwise be possible. The process for quality control may be tedious with the constant adjusting of the processes for the required product, but once it has been established, it could become an asset to the company which could benefit it for many years to come.
On top of all of these problems, the company could also make a mistake in not delivering to the customer what the entire system asks to be delivered. The problem here again is an unsatisfied customer who is going to lose hope in the company and turn towards better options which others would be there to provide.
In the solution for this challenge, it is always a good idea for the employees of the company to try out the product before it could be distributed in the market. In that manner, the technical snags could be eliminated right there and then, and they could be solved before the buyer is given the opportunity to complain about the product.
A poor business could also suffer from the issue of the failure to meet goals and deadlines which were non-realistic, to begin with. The problem that this trend could create is that in a rush and a state of panic, the least quality-appropriate product reaches the market. Like every other problem we discussed, this one fortunately also has a way out. Unrealistic deadlines and unrealistically low-cost budgets could be a problem, but a company could work towards motivating its employees to achieve the best of the results and also to raise the issues which after constant effort, just do not seem to be finding solutions. The timely informing of these issues could help bring them to light in reasonable time, enough for something to be done about the problem.
Another worry which the company finds excessively chronic is the poor attitude of staff members, and also poor training amongst these employees and even weaker policies for the employees to follow. With workers who have this non-ideal attitude and no training for the work they are supposed to do, task and deadlines seem to get held up a lot, and this ultimately impacts the effective running of the business operations.
In solution, the Human Resource department needs to become more efficient so that attitudes could be dealt with and so that training could be delivered to all those in charge as and when required. These employees either need to be motivated, or they have to be disciplined. Either way, the human resources within a business is the best set of people for this job.
With a number of businesses, there could also arise gaps in between what the sales people promise to the customers and what the product turns out to be in reality. This may be the greatest problem yet because this plays on the trust of the customer and once that trust is broken by too high expectations than actually should be, the company suffers loss which is way beyond measurement in terms of currency.
All of these weaknesses and looking at their conceivable solutions here make us realize how it is no impossible feat to rid a business of these operational glitches and make it fully functional. A business which has minimized each and every one of these problems to the maximum possible potential is only the one which has a likelihood of success. This is why every trouble that the company has to go through for the elimination of these worries is worth the effort at the end of the day.
Works Cited
Green, Alison. How to Deal With Unreasonable Deadlines at Work. 12 October 2011. <http://money.usnews.com/money/blogs/outside-voices-careers/2011/10/12/how-to-deal-with-unreasonable-deadlines-at-work>.
Wyse, Susan E. Advantages, and Disadvantages of Customer Satisfaction Surveys. May 24, 2012. <http://www.snapsurveys.com/blog/advantages-disadvantages-customer-satisfaction-surveys/>.
