The statement made by Ankush sir in the class is very true abt the customers:"Listen to the customer needs". let me share on my experience with one of the customers when i was working with vodafone in orissa. I was working as a customer service executive when i encountered this event. A customer banged into the store shouting at the top of his voice and behaved in very eratic manner and abusing all the executives. Being the senior executive i went ahead to enquire abt the matter but the customer was very rude. I didnt loose my patience and kept on listening to his words and just kept nodding to whatever he said. After a certain time he started getting normal and finally normalised. Then i explained everything to him abt the matter and begged apology to the customer. I could now see the customer listening to me and understanding my limitations too. He came with a complain and walked out with a new handset . This sale was possible as i patientlly heard to what he said and kept the USP of vodafone "Happy to Help" high.
That same person hence became a regular visitor to the store and became a loyal customer...
so guys moral of the story is Customer is the king.
I do agree with prithvi because Retaining a customer 4 to 5 times cheaper than acquiring new customer.And it can also be said that loyal customer can help in bringing new customers.
ReplyDeleteAnd one more thing i would like to say that with the evolution of Marketing concept, organization tends to give importance to customer.
So,it is truly said that "CUSTOMER IS THE KING".