Customer Dissatisfaction
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
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
References: 1- Jones, T., & Earl, S. (1995, November). Why satisfied customer defect. Retrieved from http://hbr.org/1995/11/why-satisfied-customers-defect/ar/1 2- Byron, S., Narelle, P., & John, D. (2000). A new approach to customer satisfaction, service quality and relationship quality research.. Retrieved from http://marketingscience.info/assets/documents/79/6892.pdf 3- Ryan, T. (2011, April 25). Should sales compensation include customer satisfaction?. Retrieved from http://www.salesbenchmarkindex.com/bid/48304/Should-Sales-Compensation-Include-Customer-Satisfaction 4- Sandeep, R. (2012, February 19). Warranty analytics - increase product quality, customer satisfaction & brand perception. Retrieved from http://simplified-analytics.blogspot.com/2012/02/warranty-analytics-increase-product.html 5- Thompson , A. (2002, February 11). Customer satisfaction in 7 steps. Retrieved from http://www.sitepoint.com/satisfaction-7-steps/