Wednesday, October 03, 2012

What the Consumer Really Wants - Meeting Consumer Expectations & Handling Complaints

What the Consumer Really Wants - Meeting Consumer Expectations & Handling Complaints

What is Good Service? The answer to this has been given various management gurus but for me as a layman, I would say “GOOD SERVICE means: delivering without leaving a scope for complaint”. So lets see why consumers complain -

There are many reasons why your customer leaves with that look on his face while you wonder what’s wrong.            

Reason Number1 Quality The product quality just does not match with the value that the customer attaches to it, prior to purchase. For example, when one goes out for a dining experience and gets food poisoning the day after, no matter how much he might have loved the food, he sure will blame the food quality.

Reason Number 2 Price -
The complaint that consumers voice when they think that a product or service is overpriced, cannot be heard but is loud enough to make an impact. The effect of that complaint is non-expenditure and the result is decline in sales.



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