Customer Services

Today is 7th days of October 2023

One of the decisions I took to study business with master in marketing was related to understand how customer service and after-sales were so important for most of customers and most of companies.

The reasons are very clear, issues found it before!

Clients, expect to be treat in a right and respect way, that is why there are so many laws, rules and support from customers, because most of us has been treating unfair.

Customers, when decide to buy, they usually buy with emotion, with proud, and happiness to have an opportunity to have that product or services.

Unfortunately, after sales, things can go wrongly.

Then, customer's try to revert the situation, and that is the time they need us more than before.

On these days, with technology, companies due the high level of issues are avoiding to talk directly to customers, because is not always customers are fair on their perceptions as well.

"The communication between both must be right to sort out issues."

It is like coins, two sides of the circumstances, but avoid doesn't help it at all. It is opposite, makes their feelings more angrily to make a sure they won't come back to buy it anymore.

Most of the companies doesn't care, turn back and do that in a purpose and they think they are right, but in the end of the day, the week, the month and year the cost/expenses of having an unhappy client affect their profit, their job, their health, giving them huge loss as well.

Just, because they forgot that customer's have mouth, words make actions and brain makes decision.

Because they don't know what customers are saying it, life is a cycle, and everything goes come back!

For companies on their reports, they try to understand why most of the customers won't come back and they lost their position on the market.

They doesn't know the reason they are not selling anymore, make their companies downsize and employees lost their jobs which affect their health, families & economy in general are affected, just because they didn't care about customers.

That is why customer service are very important part of the business.

If companies treat customers in a right way, they will come back! They will be happy and talk good things about you and than profit! If companies do the opposite, than is a loss!

After so many years of education, I try many times to talk with companies about that, but ego is higher than anything and won't make then listen that.

After all, I saw many companies having issues and asking for apologies and help, but it was to late to revert their image and results, because competitors was around them, found an opportunity to make better and then BOOM, they were very successful!

For marketing, it is a huge issues, to revert a wrong image takes years and years and cost a lot to regain trust and customers, but sometimes they won't come back.

Company must understand that, this is never should be use it to balance the market competition, because once a loss always is a loss! It is like a formula one, where, there is no option on the competition, just one win and after win, He or She got the image!

For my experience and after so many stress, I just gave up and then they come back trying to revert, but after all it was to late, because customers are flexible, customers find solution when they want to have it something, customers open business as well, due their lack of support on the market, just to prove that they can do it better! And at their mind they don't care the cost of that, because the damage already happened!

Because, companies didn't listen customers, market didn't want to sell, they go further until find another countries, suppliers, and companies to help them, that is when We saw asian's country grow up their economy more than the occidental part of the globe, because they cover customer's expectation.

Now, most of the brands who before couldn't be reach can be reached .... the issues of course are many, broken laws of patents, broken economies before were considered strong, environment, economy and much more just to have the right product and service.

And who is the fault? NO. a

I was very surprised when I went to travel to a few countries around and saw how develop they are in all terms of technology, quality of life, educational side!

Now, after so many issues with English language, for exemple, companies are opening their own English schools at their countries to avoid issues with racism and treats. The cost are very high, but they don't care, just because of the ego!

English countries always had an image for high level of education, at customer's perception on their life! What we can see in most of their countries was that low educational tourism, because now they have it and they spend their money at their country.

Create companies with their products and much more.

Countries before who didn't have opportunity now have more than others, which is a good thing, but behind the development, there is a damage done and the feeling of that never will be changed.

The cost affected everybody due the high level of rubbish and destruction on the environment, population lifestyle to have what they want it what is not... specially on their emotional part.

Before Apple, Microsoft was on top of the world in terms of supply computer, software, concepts, on these days after those issues they found themself around of many competitors from another countries with a high level quality of products and services as well for exemple, NOKIA, MOTOROLA, SAMSUNG & and others in house brands to supply them what they couldn't reach, including add those apps at their market ASAP!

The results are showing on their report, on their day to day at the streets with more and more rubbish around and low quality of life, depression and who is the fault?

Those are an example of products and services market. But this is happening more often than before.

In case, we forgot, customers is always the first, the winner, the right, we need to listen them, try to find what they really want it, really need it to make it a reality to get profit and to give to them! Easy.

Companies who reach this level of customer services are in a good position, and always will be remembered as a good brand who could care about them, according to their expectation, necessity and experience! With a good feedback from their customers.

Now, to be fair there is two sides of the coins, for customers and clients, please take time before contact companies, breath O2, understand that this is happening for some reason!

To make a sure your rights can happen, please write down your issues first for yourself and then contact the company with your intention to avoid more stress and loss! Loss already happened is not always it can be reverted, in that case accept and trust!

For more information about our services, please contact us

Have a good day!

Today is Saturday, shopping day!

Melissa Duarte Ducatti