Principle of Marketing | Orientation on Basic Customers Relation
4 kinds of treatment
1. friendly and caring
2. flexible
3. problem solving
4. error "recovery"
people want to feel that their needs are important to you and your organization
friendly and caring
person who helps them to be able to "go around" the system
flexible
when people have problems that need some attention, they want to know that you are able to figure out a solution
problem solving
when a mistake is made, people want it to be taken cared of immediately and to their satisfaction
"error" recovery
4 types of customer
1. direct
2. indirect
3. internal
4. external
individuals or organizations who avail themselves of your products
direct
individuals or organizations that benefit from your products or services through another party or from a direct customer
indirect
another division or another department within the organization that depends on products or services you provide
internal
a group of individuals or another organization outside of your organization
external
you respond when they need you
availability
you know your customer's business
understanding needs
you do what's necessary and beyond
cooperativeness
you take those extra steps to keep the customer happy
helpfulness
you deliver at the time when service is needed
timeliness
you behave and act in an ethical manner
professionalism
5s of professionalism
1. Standard
2. Supportive Environment
3. Specialized Knowledge
4. Skills
5. Spirit
you keep the customer advised
follow up
you identify potential problem areas, solve them and handle change
problem solver
you deliver what the customer expects
quality
different types of transaction
1. parallel
2. crossed
3. ulterior
a person sends a direct message to someone and the sender gets an expected response
parallel
occurs when the sender is met with an unexpected response
crossed
occur when a person appears to be sending one kind of message but is actually sending another kind of message in disguise
ulterior
is your mental position with regard to facts or more simply, the way you view things
attitude
3 critical types of customer interaction
1. dealing with complaints
2. saying "no" without antagonizing
3. handling difficult people