To be truly customer oriented, companies need to look through every step of their processes and make sure that it is convenient to the customer. Sometimes companies forget and do things in a way that makes things easy for them, but is a great waste of time to customers who have to go the extra step. What an irony, instead of companies going the extra mile for customers, customers are penalized to ‘go the extra step’..
This company I deal with, specializes in providing courses related to service, like telephone skills for customer, how to write winning replies etc.. But the silly thing is, their admin sucks. Aside from wrongly billing me, their invoice comes in a very reader-unfriendly way. We got them to organize a number of courses for us to send our staff for training. When they bill us, the item they bill for is in a code that only they can understand, think ‘VA24536582’ - $7000.
Huh?
We then have to waste time to call them and note down exactly what this code means. And unsurprisingly, they have proven themselves to be not exactly customer oriented by not acting on our feedback of their un-readable invoice. Fine, we’ll sit on the payment.
This company I deal with, specializes in providing courses related to service, like telephone skills for customer, how to write winning replies etc.. But the silly thing is, their admin sucks. Aside from wrongly billing me, their invoice comes in a very reader-unfriendly way. We got them to organize a number of courses for us to send our staff for training. When they bill us, the item they bill for is in a code that only they can understand, think ‘VA24536582’ - $7000.
Huh?
We then have to waste time to call them and note down exactly what this code means. And unsurprisingly, they have proven themselves to be not exactly customer oriented by not acting on our feedback of their un-readable invoice. Fine, we’ll sit on the payment.
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