This page has been automatically translate with Google from the Italian language.

CHAPTER 1: The satisfaction of the customer

1.6 The claim

The effects denied provoke to you to you from the dissatisfaction are decidedly a problem for every company; it would be then important to know of the base reasons.
It is not but easy to obtain these information, giacché the percentage of insoddisfatti customers that protests is minimal, of 4% approximately, while majority (at least the 2/3) is limited to change supplier, without giving some marks them.
The cause of this minimal percentage of claims forwards to you is, in primis, the attitude assumed in a generalized manner from the companies that receive them: disinterestedness, annoyance, drainage of personal liability.
This makes yes that customer, also if insoddisfatto, not makes effort to declare this its state, because knows that probably it will not be appreciated, indeed will bring solo disturbance.
In the second place, often the procedure for sporgere a claim very is not defined, or is complex, and that disincentive the customer.
This type of business behavior often is generated from the pessimistic vision that is had of the claim.
It comes in fact considered as it marks them of a disservizio and therefore of angry attitude from part of the customer.
In truth, a defect is not said that disservizio (or), also being not an objective correspondence between the promised performance and that one really distributed, it provokes dissatisfaction in the customer, and less than never that the attitude of this last one is necessarily aggressive.
The dissatisfaction is in fact the provoked negative feeling from the lacked correspondence between the performances objective supplied and the expectations matured from the customer, but necessarily it is not caused from a disservizio.
Better, the disservizi represent only one of the dissatisfaction causes, and not always the disservizi generate dissatisfaction.
The claim can be provoked also from a feeling of indifference of the customer towards the received service, that is the perception not to have received nothing more than that that had the right to expect.
The corrected attitude to hold in claim case would be ringraziare the customer for the taken engagement, for the gift that porge to its supplier. Indeed, analyzing to the claims receipts, a company can improve just the service, and especially, it can make it from the point of view of who makes use some.
Every company would have therefore to organize a good system of service recovery (recovery of the service), that is that with of activity that they begin with the recepimento of a claim and finish with the full satisfaction of the customer who has it stall.
It in the first place must succeed to identify the claims, since can be expressed with various modalities.
The claim is in fact one whichever manifestation implicit or explicit, of dissatisfaction or not full satisfaction (indifference) from part of the customer, even if not imputable to errors of the organization.
It does not have therefore to consider claims only the aggressive, sporadic attitudes, of the customers.
An effective management of the claim is one of the more powerful means in order to satisfy and to fidelizzare the customers; it has been in fact demonstrated that the propensione to I buy back decidedly more is elevated if the insoddisfatto customer receives one positive resolution.
The management of a claim, if very trained, is a lot appreciated from the customer in the first place because it increases the degree of personalizzazione of the relationship, of usual based on procedural standards. For the company it is a large opportunity, because it allows to differ from the concurrent others and it is made to appreciate for the own abilities.
In the second place, if the solution proposed from the supplier succeeds to surprise the customer, these, from a situation of dissatisfaction or indifference, will be carried to a high level of satisfaction, with the relati to you positive aspects you:

Most important it would be then to try to render the procedure of claim for the customer easiest, indeed not satisfaction from perceived he would have to push the customer to esporci whichever reason.
The searches of customer satisfaction are one of the instruments that the company has to its disposition in order to know the real expectations of the own customers and in order to know the areas in which the same one it can improve.


 


Top | Summary | < < Previous | Next > >
/en/home.php" TARGET="_blank">>> Home Page <<