🚀 go-pugleaf

In message <319DF3F3.1215@support.aris.com.sg> - Customer Service
<custsvc@support.aris.com.sg>Sat, 18 May 1996 23:59:47 +0800 writes:

> 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.

You should, however, waste no resources in making customer the number 1
importance. Sadly, Singaporean companies are very lacking in this respect.
Most companies see 'customer service' as an afterthought.

> 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.

I feel you're off-track. So what does "on-line support" do? It does not make
your service any better. The bottom line is: Do you sell quality products that
_last_? Do you respond to customer calls promptly? Do you provide the support
demanded by customers?

Don't get me wrong. It is good to have an internet presence as another avenue
to reach customers. In my own opinion, though, this is more an opportunity to
reach _new_ customers rather than to support existing ones. But my opinions
aside, having any internet presence (to support customers or otherwise) makes
your service no better.

> 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.

Unfortunately, not many people think you're doing enough. Fyi, ARIS has not
ceased in the last several years to say that they're improving their service.
If there has been any chance, the number of complaints are increasing.

> 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.

No, perhaps not. But you must believe in 100% customer satisfaction and strive
towards it. You (ARIS), by the above statement, seems to be 'admitting defeat'
(to 100% customer satisfaction) and hence will settle for < 100% satisfaction.
100% may not be possible, but you must make it your goal.

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

No one is perfect. But let me suggest you take IBM or HP as role models. I and
my friends have several occasions to use IBM's aftersales support and they are
simply first class. They spare no expense to please you, whether the fault is
yours or theirs.


/lzs