Customer Satisfaction

Customer Satisfaction

Customer Satisfaction

It is clear that every company seeks to gain an advantage over the competition. However, it is often a short-term advantage. This situation usually occurs when a company lowers the price or introducing a new product. This behavior can be quickly copied by the competition. However, there are long-term activities that eventually make it possible to raise prices in order to provide additional benefits and increase customer loyalty translates into solid profits. The benefits it brings customer service at a high level are often underestimated by Polish companies. The fact that the client can become the best advertising and ambassador of our company is ignored in the process of business management. It is, however, important to realize that customers are the most important asset of the company (Abod et.al, 2002).

Customer service can be defined as a procedure that puts the customer first in every aspect of the business. It is characterized by the desire to meet customer needs at every contact with him. This applies to both external customers and internal. Very often, however, activities in the field of customer service do not bring the expected results. It happens most often when the service is understood only as a first-line worker smile.

The effective implementation of customer service at the highest level requires a change in the company's organizational culture, in which every aspect of the business is subject to the client. In creating a company, culture based on customer service has to be involved any of its employees - from executives at the highest level after cleaning service. Success may refer only to those companies where every employee knows the ultimate goal of their work or customer satisfaction for both external and internal. Particularly important is the creation of a coherent vision and mission of the company, which is given to employees and implemented by management. Essential is also very good communication within the company.

Other employees of the company should be treated as customers. The specific term, which is given to them, is of internal clients. For example - if you pay on time will not be credited to your account, important information will not reach the concerned letters will be edited unprofessional, etc. - it will be reflected in the term is also on the external image of the company. The quality of external services cannot exceed the quality of service for internal (Raithel et.al, 2012).

According to marketing research to obtain a new customer can be more than 5 times more expensive than maintaining loyalty (Raithel et.al, 2012). Loyal customers buy more frequently, paying more and more and recommend your company to their friends. The customer is cheaper for the company to use and more profitable because the company knows its needs and the most effective ways of trading. A regular customer is above all a satisfied customer not only with the quality of the product, but also with the level of service. Important in the process of customer service is to the knowledge of ...