Any business or income-generating company provides essential goods and services to the market for the satisfaction of its customers. Morally, the clients and customers have different perceptions and desires that need to be fulfilled especially during the service provider before, during and after the purchase (Shah 8). In essence, good customer service, from a moral point of view is a good recipe for the success of any business.
The marketing process, To achieve good customer services, should take into consideration several factors (Heath 16). There is a need to create a good rapport between the company and the customers, moral behaviours, marketing, and business strategies must be taken into consideration. The customer perception must be assessed continuously through deriving an instant solution to customer problems. The customers can obtain what they require from other companies should they realize unsatisfactory service delivery, therefore, the quest to prioritize issues in their favour requires a lot of diligence, value addition and compromise. The company should avail customer care desks to keenly evaluate customer treatment through the provision of many possible means and policies that satisfactorily meet the special customer needs. This can be done by deploying resources continuously (Heath 17).
- Knowledge: Knowledge is power. All the products and services that are treated to customers should be continuously updated. However, customer needs should be discovered through questioning and listening skills by deploying the best market analysis process to solve the existing problems as well as reducing the chances of the same occurrence to zero.
- Morally: the company should deploy procedural ways of identifying, solving problems related to customers-The customer care group must be very keen and attentive with creative ways to help handle customers complaints (Shah, 24).
- Awareness: receiving both direct and indirect reports from customers, there should be continuous follow-ups on all complaints and inquiries.
- Timeliness: there should be a proactive approach in customer needs identification and acting accordingly to create a customer perception that all things are done within the shortest time possible within the organization.
- Accuracy: When dealing with customers, accuracy should be considered to create satisfaction, however, the employee in charge of the customer services should note the key functions offered to the customers and reconfirm their statements regarding poor service (Heath, 18).
The company’s overall image and position will be enhanced, beating competition due to an increase in loyalty. However, through word f mouth, satisfied customers will be used as an advertising vehicle, with the possibility of a drastic reduction in the number of complaints. Due to the availability of technology in most firms, the effects of traditional cost-benefit advantages will not, at any time, affect the firms’ competitive advantage.
In marketing, it is important to embrace the customer requirement at the expense of the company. However, through facial appearance, the customer should realize how important they are regarding the questions at hand. It is advisable not to engage customers negatively, for instance, informing the customer what you cannot do. Allow infuriated customers to be served or air out their views, and expressions for the occasion (Heath 22). It is important to keep quiet and not interrupt them in any way until after they have fully expressed themselves. Diffuse anger by saying “I’m sorry or “I express regret.” However, at the end of the inquiries, remember to ask the customer if there is any pending question. If there is, it should be answered politely. If there are no further compliments, appreciate the customers’ time (Shah 27).
In conclusion, customer satisfaction is important for the success of the business. Every company wants repeat customers; therefore it must create a good rapport with the customers. This requires taking into consideration moral behaviours, marketing, and business strategies into consideration.
Heath, Eugene. Morality and the Market. London: McGraw-Hill, 2001.
Shah Parth J. Morality of Markets. Business & Economics / Economic Conditions. Washington, DC: Academic Foundation, 2007.