The,Value,Customer,Service,Les business, insurance The Value of Customer Service: Lessons of Loss from Sprint
As we all know to live in this world we have to perform some activity by which we can earn money. There are many activities by which we can earn money and meet the standards to live in this society. And from one of them is franchise. Franc Small offices have unique needs, and thatincludes document shredding. Designed with the smaller business inmind, the Dahle 20314 is a cross-cut shredder that offers Level 3security and brings you into compliance with federal regulations. The
Sprint is the Nations third largest mobile phone company and they arecurrently experiencing a 77% drop in profits and customers are optingfor more friendly services. Sprint recently dropped 377,000 customersdue to poor reception, dropped calls and inadequate customer service.As business owners and managers there are a few lessons we can learnfrom Sprint. Lesson 1: Quality in a service or product is notwhat you put into it. It is what you client or customer gets out ofit- Peter Drucker.Large corporations sometimes start believingthat they are more important than the customer. Their processes,procedures and even their name become the standard way of doing thingsand customers who dont fit within these policies are just out of luck.Sprint, as well as other businesses, should continually focus on thevalue within their product or service. If the customer isnt getting asmuch value as they are paying for then they will likely go somewhereelse. Lesson #2: If you make customers unhappy in thephysical world, they might each tell 6 friends. If you make customersunhappy on the Internet, they can each tell 6,000 friends. Jeff BezosEachtime Sprint, or a business, annoys a customer there is a chance thatthe customer will run out with their anger and post negative messagesthroughout the internet, tell their friends at work and do the companyharm. Even though the situation is annoying the customer has that rightbecause they are paying for a service and they are unhappy with thatservice. Therefore, it is necessary to treat your customers with thehighest level of flexibility and respect. Lesson #3: Customers dont expect you to be perfect. They do expect you to fix things when they go wrong. Donald PorterThereis no perfect service in the world today. Therefore, there will cometimes when mistakes will happen, a product will have a defect or therewill be other issues that are not to the customers satisfaction. Whenthese mistakes happen the customer calls in and is giving Sprint, orthe business in question, the chance to actually solve their problem.In many cases the customer is being benevolent by giving the companythis chance instead of dropping them all together. If the company cantfix this problem, doesnt care about this problem and treats thecustomer as though he or she is a nuisance they may end up losing thatcustomer. Lesson #4: Being on par in terms of price and quality only gets you into the game.Service wins the game. Tony Alessandra.Acompany may have a great product or service and this is what attractspeople. However, once people have purchased that product or service thecompany needs to show them that their service is adding value, thatthey are trying to solve problems and they are a partner in thepersons success. It is the service that makes your company or servicedifferent from all the other high quality and superb products availableon the market. Our greatest asset is the customer! Treat each customer as if they are the only one!-Laurice Leitao
The,Value,Customer,Service,Les