ensures that employees understand their target customers well before making any changes in the processes and systems to deliver superior quality products for better customer satisfaction.

what are the 2 types of customers

can be anyone within an organization. It could be another department, another branch, or even a co- worker.

may be an individual or an enterprise that hires or purchases the product(s) or service(s) from another person or business in exchange for money. it is someone who exists outside the organization.

is not objectively measured but is more of a feeling or attitude. It enhances customer loyalty, which is the feeling of attachment to or affection for a company’s people, products, or services

This involves allowing communication from customers through emails and suggestion boxes. One should keep all documents and send copies to the person who made the complaint.

This is done to understand customers better. This can be done by sampling a few customers using appropriate sampling techniques, and a detailed study is conducted on their likes and dislikes.

These are useful ways of finding out what attracts customers to the organization and, indeed, why they left.

This are intended to know what customers are thinking. A group of customers is assembled in a meeting to answer a series of questions.

– This involves making visits to the customer’s premises to collect information. These are meant to know how the product or services is performing.

This is the use of employees who are in direct contact with customers to understand the customer’s expectations. These employees should be trained on how to carry out this task.

This attempts to identify issues that delights the customer and those that satisfy them.

is responsible for getting the cyber-word out to potential clients

monitors client reviews to determine whether the ratings on the website are similar to those of actual past customers.

is interested in making sure employees are qualified to perform their jobs. By having qualified and trained employees on the team, the website will run effectively.

means developing operational controls to ensure that the results match the desired outcomes.

are designed to keep customers satisfied while protecting the organization.

means helping customers solve problems. To carry out this function effectively ,customer service has to be easily accessible , knowledgeable, reliable and deliver results.

can compare what company promises the customer to what the customer expect and what the customer service deliver. If the delivered service matches customer expectations and what it promised to deliver, quality with respect to this customer element is high.

evaluate competence through training and results.