2. Responsiveness. Containers are available to lodge a complaint, but never responded to customer complaints. Though he promised would be followed up immediately. Do not be left dusty suggestion box, as long unopened. Do not consider trivial suggestion box or a SMS from the customer. If left alone, the customer may then write in the newspapers, and consequently the whole country came to know the 'disgrace' of your company. And this is a very black campaign against you.
3. Competency. Customer attitudes can vary, if the They are not satisfied. There is only silence, and then never returned. There also did complain, shouting, "I just want to talk to your manager!" All that can happen if the front liners do not have the ability to provide solutions in the field, may not have sufficient product knowledge. So, the front liner, must be smart and competent in their fields.
4. Courtesy. However, greet customers with a smile should be prioritized. Greeting, using the three-magic-words, such as "Good morning, sir" or "Good afternoon, ma'am" an obligation that must be delivered to the customer to greet. Hospitality will make the customer feel valued. If the customer is angry, but served with a smile, the emotion most likely go down.
5. Reliability. Keeping promises is a must. Front liner were polite, but the food that he will transfer in 10 minutes, it was 20 minutes, not yet served. Alternatively, you sell electronic goods at affordable prices, but spare parts are difficult to obtain.
6. Speed. In the current era as busy as this, customers should not be allowed to wait or stand in line too long. When customers ask for the bill, an employee you need to get moving. Do not let him call other employees, only to be ignored again by reason of the store was crowded.
7. Security. Customers need to feel safe and comfortable. Items left behind, wallets for instance, should you send. If not tercantung address, sampaia keep customers coming back. Not only about the goods, the safety factor here also means that you should be able to maintain the confidentiality of customer data. For, certain businesses, sometimes customers need to maintain the confidentiality of privacy.
8. Tangible. She says business turnover peak at 1 billion per month. But, why the building where you do business is left untreated? The appearance of the front liner is also not convincing. Kala is so, how customers will believe that your company can be trusted (bonafide)?
9. Professional. Customers do not have to ask about how much your company's assets, or how much it costs the company incurred to build a magnificent office building. Customers do not want to know the affair. Anyway, they will always demand to be treated well. That's it. Thus, any complex personal issues, you should be able to always be professional with separate personal and business affairs of the company.
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