Customer First! Yes, but who are the people to take care first?

As top management, you may have received periodic customer feedback about level of satisfaction related to products and services provided by your organization. Congratulations if you and your team achieve high levels of customer satisfaction with promising business growth. If not, what next?

You may want to consider making a surprise visit to observe how your staffs who directly interact with customers on a daily basis. You should act as customer not the Boss. You may be surprised why customer satisfaction rating is low. Are they trained on products knowledge and services standards, and attitude to handle customers enquiry in professional manner? If not, invest resources to take care of them first! If you take care of your frontline staffs, they take good care of your customer first!

I have both bad and good experience. One incident happen three months related to a platform service provider. Over the phone, the staff very rude and said if I am not happy, I can decide not to use their service. I wrote an official complaint and also stop using their service since then. Another experience happens today. My water dispenser heater spoil and send for repair last week. Without me asking, the lady who serve me waive of the repair cost even though it is out of warranty for about a month. I write a complimentary note on her service. I am definitely going back to visit their shop in the future.