Customers' Perception

"Customer Perception is the fundamental of business success"

In this topic i learnt that customers are the most important asset to any company. No company can survive without customers and a great product design or aggressive marketing plan can be compared with the customers.

There are 7 deadly statement that a service provider could not afford to make.
"I'm having a terrible day"
"We're short staffed today"
"I only work her part time"
"This job is really hard"
"That last customer was really a pain"
"This is the XX time this week we've had system problem"
"My co-worker messed up"

I remember while working part time, at least 4 of the deadly statement was committed by me. Through this, I am more aware of what to say and what not to say when I am facing the customer during my 'rocky' days.

During the workshop, each group had a little roleplay and we had to try to commit a few deadly statement and actions and afterwhich, correct it in the play. Committing mistakes were really easy but when it comes to correcting it, even with rehearsals before hand, we still manage to commit mistakes. This shows that when we are out in the working world, it takes more than practice to work on the customers' perception of us and the company. It takes experience too.

A happy customer, will bring about a happy service provider!