Focus on Customer Satisfaction

For this week’s blog, I decided to dedicate it towards customer satisfaction. Last Saturday, my group Mahogany Dust performed for a house warming party. One of the customer’s that purchase a CD contacted the group to let them know that her CD wasn’t working properly. This is a call that no company looks forward to receiving however, in dealing with products, there is always flukes. Mahogany Dust has not received this type of call, however MD takes pride in its reputation and customer satisfaction. Mahogany Dust offered to meet her at her time of convenience to replace the damage product. Not only did Mahogany Dust replace the damaged product, they also gave a complementary second disk of their second album and a poster at no charge for any inconveniences of receiving the damage product.

The video I chose for this week completely backs the statement above. “Your Key to Customer Satisfaction” is a video on customer satisfaction by John Tschohl, president of Service Quality and the first person to bring us the world’s first customer service training program. The idea that set itself apart in this video is “Treating your customers like Kings and Queens”. With this concept, you will have loyal people who will be your word of mouth advertising. Your customers will speak very highly of you and your service, which will create verbal recommendations anytime your type of service, is needed. Another vital resource is the book “The 48 Laws of Power” Law#5, which states “so much depends on your reputation, guard it with your life”(Greene, 1998). Your reputation is a huge apart of who and what you are and it is the mere fabric and brand that makes people recognize you. Learning how to implement great customer satisfaction in your business to use as a great tool to build your reputation and brand will lead to your path of success. Enjoy the blog this week! ~ Gigi

References:

Greene, R. (1998) The 48 Laws of Power. New York, New York. Penguin Group 1998

YouTube. (2010). Your Key to Customer Satisfaction Video 1 Service First. Retrieved December 10, 2010, from http://www.youtube.com/watch?v=jrGL2R8J0i4

Courtesy of ServiceFirstVideo.com
http://www.youtube.com/watch?v=jrGL2R8J0i4