Why would customers need to complain if :- The service is good;
- The Sales people are courteous and knowledgable;
- The products are of good quality;
- The environment is welcoming and comfortable;
- The after sales service is even better than the pre-sale transaction?
Some of the above points are reasons that make customers feel satisfied and therefore contribute to the value they have received in any transaction made.
If a business doesn't provide any of the above, amongst other factors, then customers are not satisfied and complaints may arise.
"The Customer is Always Right", shouldn't necessarily apply if a business takes due care in ensuring that it provides good quality products and services, an excellent level of customer care, speedy and reliable service and after sales attention.
Therefore, all businesses should aim to limit their customer complaints to ZERO by implementing some form of quality managment.
If a business aims for this "semi" Total Quality Management model, then the only reason a customer would need to complain, would be to satisfy some other need that the customer has, which is not related to the buyer-seller relationship.
Whilst all sales people can be trained to deal with customer complaints concerning the goods and services of the business, they cannot be trained to deal with complaints arising from some other motivator or trigger that is instilled in the mind of the customer that is not related to the transaction.
They just need to ensure that they can tell the difference between the two!
If a business doesn't provide any of the above, amongst other factors, then customers are not satisfied and complaints may arise.
"The Customer is Always Right", shouldn't necessarily apply if a business takes due care in ensuring that it provides good quality products and services, an excellent level of customer care, speedy and reliable service and after sales attention.
Therefore, all businesses should aim to limit their customer complaints to ZERO by implementing some form of quality managment.
If a business aims for this "semi" Total Quality Management model, then the only reason a customer would need to complain, would be to satisfy some other need that the customer has, which is not related to the buyer-seller relationship.
Whilst all sales people can be trained to deal with customer complaints concerning the goods and services of the business, they cannot be trained to deal with complaints arising from some other motivator or trigger that is instilled in the mind of the customer that is not related to the transaction.
They just need to ensure that they can tell the difference between the two!
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