🚀 go-pugleaf

Customer Service <custsvc@support.aris.com.sg> wrote:

>Dear Robin,
>
>We are pleased to learn that you have chosen to read marketing in your Biz degree.  
>It is true that customer satisfaction is something that every textbook recites as 
>one of the most important components in a highly competitive environment, but to say 
>that customer serivce is 100% everyday and everytime in real life is impossible.

Sad to say, Aris is on the wrong track again.  All good Customer
Service oriented companies aimed to satisfy all customers 100% of the
time.  This is what makes these companies highly motivated to achieve
the target.  Any company that is just aiming to satisfy the customers
less than 100% of the time will always be in the dump.  Aris could do
well to take a look at Federal Express's Quality Policy as reflected
in their ISO9001 or the CPF Board (the best in Public Services, in my
opinion). 

No doubt 100% is impossible, but at least it shows the company is
aiming and reaching for perfection. In today's context, anything that
is less than 100% is unacceptable. No intelligent customer would do
business with a company that is happy with less than 100% Customer's
satisfaction.

>Before we proceed any further, we would like to make it clear that by saying so, it 
>should not be implied either directly or indirectly that we are not going to provide 
>reasonable customer service.

By writing this article, Aris have already implied that customers
should not be expecting anything reasonable services from Aris as Aris
is only committed to achieving less than 100% customer's satisfaction

>It is precisely with this spirit of customer-orientation/service that we have 
>invested in setting up this service.  Which other computer company mentioned in 
>newsgroups has this service online to openly address issues ?  Most of them have 
>chosen to ignore it totally.

This should not be seen as an investment. Maybe Aris should take a
look at Bank India, which has a slogan that says "Customers do not
depend on us, it is us that is dependent on him".  That is what I call
a great company with attitude that "Customer is King".

>In reality, customer service is a 2 way affair and though it is not always the fault 
>of the vendor, but the crux of the matter is whether the vendor is prepared to do 
>something about it and we ARE doing something about it.

It is with this opinion that Aris is moving towards total failure in
Public relationship.  To be successful, Customer Service should be
SEEN as a ONE way affair, from the company to the customer.  Without
customer, there won't be any Aris at all. Agreed?

>100% Customer Satisfaction is an ideal goal for all cusotmer service departments, 
>but in reality no company on earth past, present and future can truely lay claim to 
>have satisfied 100% of its past and present customers.

Yes, it is an ideal goal that all companies claiming to be Customer
oriented should strive to achieve even though it may seems to be a
tall order.  Any company that says, "show us one company that have
done it, then we will follow" is ear-marked to be doomed, it will
never be the market leader that it aspired to be, nor will it survive
long in the market as it would be easily be "steam-rollered" by the
competitors who are 100% committed to their customers.

>Let us know if you come across any, they will be our role model.

>Thank you.  

You are welcome. 

>Best regards,
>ARIS Internet Online Customer Service
>(custsvc@support.aris.com.sg)

One suggestion though, maybe everybody in Aris should attend a course
on how to provide Customer Oriented Services.




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