Customer satisfaction is a concept inherent to marketing field and that implies how its name anticipates it to us already, to the satisfaction experienced by a customer in relation to a product or service that he has purchased, consumed, because precisely it has fully met the expectations placed at the time of purchase.
The satisfaction that a customer feels regarding a product or service that he consumes because it meets his demands and expectations
That is, it is about the conformity of the client with the product or service he purchased, since he satisfactorily fulfilled the promise of timely sale.
It should be noted that customer satisfaction is the direct result of comparing the performance perceived in the product or service with the expectations it presented.
The objective to be met is to achieve satisfaction
Therefore, the question of customer satisfaction turns out to be one of the commercial goals to which any company that markets products and services should aspire, given that compliance with it will be decisive for the client to choose the service again, repeat the purchase of it or even recommend it to their friends and family because they feel that they have been satisfied.
When a product or service complies with what it promises and offers a reasonable price for the consumer, he will not hesitate to lean towards it again and not to mention if it exceeds too much what was expected of him, such This situation will make the customer become an absolute fanatic and not only continue to buy the product or service but will also recommend it to their environment.
So, correctly satisfying the client without a doubt stands as THE key to the commercial success of a company, therefore, the marketing department, generally in charge of this topic, must put special care and emphasis on this essential issue and NOT disappoint the customer. customer.
An adequate customer service guarantees satisfaction
Meanwhile, there are some ways, basic tips, to achieve the long-awaited customer satisfaction, such as: that the product shows quality, fulfill the promise of sale, offer an adequate customer service that contributes to the solution of the inconveniences in case of presentation, which includes prompt attention to the problem and also the offer of additional services, such as home delivery, telephone service, warranty, among others.
Precisely to effectively comply with the point of satisfaction is that companies must have an efficient customer service, to which users, customers, can go when they have any problem related to the use of the product or service, to make any questions about the operation in general, among others.
Customer service is common among large companies that offer services and sell mass consumer products, such is the case of mobile and fixed telephony, internet, water, electricity, gas, among others.
They provide and make this service available to interact with their customers directly and can help them achieve satisfaction with the product or service they offer.
It is a certainly effective resource when it comes to keeping in touch with customers because, in addition to receiving a complaint, they can know what the customer's feeling and opinion is about the product, what they should improve, how they feel that the customer service treats them every time they communicate, among other issues.
This service is essentially provided by telephone, although there is also the face-to-face option in a commercial office, but other means of attention are also offered that include new technologies such as mail, online chat, among others.
If a good relationship with customers is achieved, the company will have an advantage over the competition, without a doubt.
In other words, a product can be similar to the one offered by the competitor in every way, but if the customer's attention is the best, this will tip the balance in your favor.
Contain, attend to needs and claims, among others, is the objective of this service.
But in addition, the emotional aspect that normally accompanies the claim cannot be ignored and by case it is necessary that the professionals who occupy this sector know how to handle both a happy client and an angry one.
Good manners, knowing how to listen, and giving clear answers will help in this regard.