Customer Dissatisfaction

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CUSTOMER
DISSATISFACTION

By:
Suhaib Isam Almomen
200717810-214.98.

For:
Mr. Ian Davison
English Teacher
English 214

Descriptive Abstract:
This report discuss the causes and negative effects of customer dissatisfaction. It suggest a number of solutions to help eliminate or at least reduce the consequences of customer dissatisfaction.

Table of Contents
LIST OF ILLISTRATIONS………………………………………………………………………2

INTRODUCTION………………………………………………………………………………...3

I. BACKGROUND………………………………………………………………………………..3

II. CAUSE OF CUSTOMER DISSATISFACTION:……………………………………………..3 A- Monopoly………………………………………………………………………………3 B- Better Substitutes………………………………………………………………………3 C- Bad Quality or Service…………………………………………………………………4

III-EFFECTS OF CUSTOMER DISSATISFACTION:………………………………………….4 A- Less Sales………………………………………………………………………………4 B- Looking for Substitutes………………………………………………………………...4 C- Bad Reputation…………………………………………………………………………4

IV. SOLUTION…………………………………………………………………………………...4 A- Guaranties and Warranties…………………………………………………………….4 B- After Market Service…………………………………………………………………...5 C- Exchange and Return Policy…………………………………………………………...5

CONCLUSTION …………………………………………………………………………………5

REFERENCES..…………………………………………………………………………………..6

INTERDUCTION:
In the past companies cared about short term profit and did not realize the importance of customer service and satisfaction. However, when long term profit plan was introduced in the early 1950's their business was influenced. After that companies made customer service and satisfaction one of their priorities. Customer satisfaction is when a customer is satisfied about a company, product or service and is willing to deal with it again. 

I. CUSTOMER SATISFACTION:
Customer satisfaction is the main key of customer loyalty. Companies know that dealing with current customers is easier and more efficient than gaining new ones (Jones & Earl, 1995). The level of satisfaction in a customer is one of the main things that marketers care about. An unsatisfied customer could be a threat or a danger to an institute and its reputation and that is bad for business. Surveys, questioners, and many others are methods to measure the level of satisfaction in customers.

II. CAUSE OF CUSTOMER DISSATISFACTION:
A- Monopoly:
Knowing that you are the only one offering a particular service or selling this particular product is a reason not to care about customer satisfaction. You do not need their satisfaction to gain the loyalty that you already have. Whither you satisfy the customer or not he will comeback because you have no competitors. Some monopoly companies care about customer satisfaction just to get past certain rules and nothing more (Byron, Narelle & John, 2000). Without monopoly the level of satisfaction will rise and loyalty will be a choice not by force.

B- Better Substitutes:
Every company will claim that they are the best in their field; this is what marketing and computing is all about. A customer does not receive a full picture about the choices that he has. Instead, every company will spotlight on their product and ignore the competitors'. Once the costumer falls into the trap he will then discover the goodies of the competitors' products, but then it will be too late. Establishing consultant companies may insure the customer choice and increase his satisfaction. 

C- Bad Quality or Service:
Not receiving what you expect is a main issue that effects your satisfaction. We all like things to run well, easy and smooth wither it is a product or a service. When a company misses that, dissatisfaction will exist. After that, the company will face two problems instead of one. First, doing the service or repairing the product. Second, gaining the customers' satisfaction again.

III-EFFECTS OF CUSTOMER DISSATISFACTION:
A- Less Sales:
No company can survive without customers. Sales is all what companies are about. Maximizing profit and making more sales is the...
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