Urinary Glucose Test Strips

quality and inefficiency: the importance of "recovery"

Companies generally tend to worsen the situation when a problem arises with a guest. There are three possible outcomes when a customer encounters a problem:

1. the customer complaint and is satisfied with the responsiveness of the company;

2. customer complaints and is not satisfied;

3. the customer does not claim the company and remains dissatisfied.

latter two situations disappoint the customer twice. Since research shows that as many as 30% guests, after sleeping badly, eating well worse, and despised the service, he goes to never return.

Moreover, only 4% claims of unsatisfied customers, while the other 96% pretends not to notice. Of this 96%, 91% of the will never return in the company.

But the negative consequences do not stop there: every dissatisfied customer tells about 10 acquired or potential customers that hotel does not work and, in turn, one third of these people spread the word to other 10 people. If you add to what was also the consideration that capture a new customer costs five times di più che mantenere uno già acquisito, si comprende subito l'importanza di fornire un servizio quanto più vicino possibile alle attese del cliente.

Inoltre, quando un piccolo problema viene risolto rapidamente, il 95 % dei clienti afferma che tornerà ad acquistare di nuovo. La formazione e l’avvio di un buon sistema informativo sono in grado di migliorare sensibilimente l’efficienza e l’immagine aziendale anche quando si verificano dei problemi.

Le aziende possono migliorare il recupero del servizio in 3 modi:

* Incoraggiare customers to complain and make it easy . For example, customer feedback forms available in hotel rooms and phone numbers. But these methods, let slip that customers are not willing to make the first move, in addition, questionnaires are often too general, poorly targeted, more oriented to measure customer satisfaction that to grasp the expectations and needs. Therefore you should consider strategies where the company is to make the first move.

* Respond quickly and personally . The company often takes too long to respond to dissatisfied customers. A fast response and in person, shows that customer interest has become the interest of the company.

* Develop a method of solving prob Lemi. The staff must be prepared to deal with angry customers and help them solve problems. Must have access to the information system so as to have more information about the customer, the design of the problem and possible solutions.