Customer Service and Marketing in my Work Place
The concept of public satisfaction is measured and analyzed in my workplace. Managers divert resources towards creating proper public relations and improving satisfaction. It has been a common practice in my agency for the management to evaluate the efficiency and quality of products and services. Remarkably, public satisfaction is a process that integrates three issues namely, pre-purchase behavior, purchase and post purchase behavior. Each of these stages is equally essential for meeting the customer expectations of the customer concerning a product or service (Soosay et al., 2006).
The level of public satisfaction is measured in different ways. One of the effective methods embraced is the statistical number of customers served daily. Such data is obtained from in attendance lists, job manuals, registration forms, payment sheets among others. The higher the number of customers served, the higher the level of products or services rendered and hence satisfaction. The other issue captured in my organization for measuring satisfaction is the clear definition of our products with our customers in mind (Soosay et al., 2006).
. This helps to single out those drivers or motivators that keep customers loyal to our products. Managers therefore reexamine these products and undertake customer review to suit their expectations. According to Soosay et al. (2006), the overall aim is to identify the best products that will easily gain acceptance from the public. Generally, measurement of public satisfaction improves delivery of services and helps to identify changes in public consumption patterns.
On the other hand, my organization is improving customer service and satisfaction in three ways. Customers are being provided with free training demonstrations on the use and maintenance of products. This has improved product loyalty. Similarly, customers are given product warranties and after sales services. This includes transportation to their premises, advice and installation. Lastly, significant bonuses are provided on goods purchased to influence the purchase decisions of the buyers (Soosay et al., 2006).
Soosay, C., Hyland, P., Central Queensland University, & Australian and New Zealand Academy of Management (2006). Strategies for maintaining customer satisfaction in logistics: Cases from distribution centres. (4th ANZAM Operations Management Symposium: operations, strategy, systems and network, 301-313.