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With all that is happening today, people out of work, homes being taken by the banks, war, natural disasters, Calgon take me away! I wanted to create a place where fellow quality practitioners could meet and share their thoughts and experiences so that we can all grow. The more we share the better we all become at what we do. So, join me today and let’s pay it forward.

Monday, August 3, 2009

Building Positive Customer Relationships


Building positive customer relations means a lot more in today’s global arena. It’s just not good enough to just say "hello" when someone calls or stops by the office. While recognition is a good thing, it doesn't take the place of meeting the customer's expectations. Is your company meeting those expectations?

Customers and prospective customers have higher service expectations today than ever before. When developing a quality management system the quality policy usually states "We strive to meet or exceed our customers’ needs", but do our actions really show that? Do we set ourselves up to fail by not putting the processes in place to actually accomplish what we set out to accomplish “Customer Satisfaction”? The market-and your competition-have educated the business world and the individual consumer to expect more.

The market has changed, it is now a global market, and customers have been educated, often by your competition, to expect and even demand more and faster service, no matter how they define "service." If your company is not aware of these customer expectations, you are likely losing business to others who understand this new customer dynamic.

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