In response to my fellow classmate Luc’s earlier blog post; I find it interesting that he selected a topic that we recently discussed in class. He stated that it was important “to get in contact with a displeased customer as soon as possible after the bad experience between the producer and consumer” and believed that “in the future there will be companies that will provide this service to firms”, thus creating a new standard. However, what if it were a better idea to prevent the situation from happening altogether?
Instead of dealing with the aftermath of poor customer service, companies should implement a customer satisfaction standard within their employees. During the class on Organizational Behaviour and Human Resources, we learned that it was equally important to create a good and positive working environment for the employees, especially the ones working in customer service, as demonstrated by Zappos. By doing so, the better working conditions will reflect on customer service, resulting in happier customers, lower costs, and higher profits. Rewards systems or giving bonuses are generally not as reliable, since workers will work towards the reward instead of being intrinsically motivated and wanting the customer to be happy. An example of attempts to increase employee conditions include several other companies that are letting employees work fewer days or taking breaks so that they will be more motivated on the job.
Having unsatisfied customers is a common issue for every company and can lead to several problems in the long run such as limited customer loyalty, increased costs, and decreased profit. Therefore, I think that companies should focus on preventative measures to increase employee satisfaction, which will positively reflect on the future customer retention and satisfaction rates
Link to the original article: http://www.businessnewsdaily.com/7058-disappointed-customers.html
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