Types of Customer Needs

Types of Customer Needs

As reflected in the services business philosophy is "
customers buying services, instead of buying a product '
Customers that do not buy the products that we offer, but
buy services that we provide. If we are good services,
Friendly, attentive and able to meet the needs of
customers when they come and see, then from
see then they tried, examined until finally
decide to buy.
Every customer expects good service.
Customers have a right to be honest and correct information
about the product to be bought, in addition to the customer as well
expects sales service (after sales service) or
service after the sale, for example; No warranty maintenance,
What if the item is damaged / defective, may be returned or exchanged.
Customers also expect the feasibility of the price of the goods
bought, also expect a discount on goods
which in purchasing.
Basically the most important customer expectations is
satisfaction. Customer satisfaction means give
what the customer likes. The waiter should give what
what customers want, when and how the customer
obtain it.
Ways that can be done to meet the anticipations
customers include:
a) Finding the basic needs of customers
b) Finding out what exactly the expectations
customers, so they want to come back
to our company
c) Always pay attention to what the expectations
customers, do more than is expected,
so that customers feel happy.
The way the above is done so that the customer is satisfied,
customer satisfaction is determined by the quality
service of the officers in the field. If the service is not
in accordance with the expectations of the customer, then the customer
directly assess the service provided
disappointing. Therefore, the stages are
three above must be properly addressed by the
field service personnel.

5. Handling Customer Complaints

Handle customer complaints in a timely fashion is a
wise and proper attitude for the company will be
able to anticipate things that can be harmful. slightest
any customer disappointment is a complaint
must be addressed. Care workers should be able to
resolve the complaint to avoid getting bigger and
negative impact for the company.
There are some tips in dealing with customer complaints:

Types of Customer Needs

a) Deal with customer complaints wisely, do not

carried away, do not irritable listen

nagging customers

b) Listen attentively to customer complaints,
wherever possible turn full atmosphere keakrapan
c) The concierge service should not make promises if
just to please customers
d) Give sympathy and to feel
keluhahan / difficulties that befall customers
e) Respond to customer complaints properly, include
greeting sincere apology and promised to fix
deficiencies with the services provided. complaint
customers due to unfavorable attitudes officer who
often perceived / experienced by customers, among others; 1) How
curt speech, impressed bitchy; 2) Shows
sour face or sullen; 3) As a
passive / lazy to serve customers;
4) Assumes low against the customer.
Dangerous if care workers positioned itself
become the center of attention, with clothes and accessories
were shaking, and wear excessive makeup.

Usually officers as mentioned above, most
served in public relations or customer service. A Lot
customers feel inferior when dealing with officers
these services, the customer would eventually be
leave it.