Business firms can stay competitive
in global markets only when they can offer high-quality goods and
services in response to the quickly changing needs and requirements
of customers. They should constantly stay alert to renovate their
management systems and practices and take the initiatives for attaining
customer satisfaction, and eventually the customer loyalty.
Learning Objectives:
To understand how technology
plays a key role in supporting efforts to increase customer
satisfaction.
To understand how to calibrate
one's service performance with the best industry practices
to improve customer satisfaction.
To identify industry leaders,
what they presently do and to understand how that valuable
information will give them insight into what changes need
to take place in one's organization. Taking into account your
own company's uniqueness, apply this information.
To identify what techniques
you measure your customers satisfaction.
To develop a corporate core
culture to institutionalize customer satisfaction through
. formulating a clear and simple corporate mission and set
core value.
To make a list identifying
excellent customer service.
