In an increasingly competitive business world, satisfying customers with the service or product that companies sell them, is no longer enough.
Trying to satisfy your customer is always one of the main objectives for companies.However, as the entrepreneur and founder of Virgin Group, Richard Branson says, companies are often not clear on what degree of client satisfaction they aspire to achieve.Do they have low or high expectations?What do they really expect from the product or service they are buying?
Profiteering is defined as the conduct of individuals, social groups, professionals or entrepreneurs who achieve income above the value of the goods or services that are eventually produced.
An opinion article in Nacion.com accurately reviews the degradation of Costa Rica's political and economic work, and says"clientelism, corporatism, nepotism, cronyism, influence peddling, conflict of interest, crony capitalism"are the current characteristics of Costa Rican society.
The growth of tourism in Panama can not hide the deficiencies in customer service.
The Board of the National Council for Skills Development in the Tourism and Hospitality Sectors, composed of senior executives from companies and business associations related to tourism, together with the project manager of the National Institute of Vocational Training for Human Development (Inadeh by its initials in Spanish), held its first meeting, to listen to what the training project will consist of, which has been developed by the company People 1st and hired by the British Embassy in order to address the deficiencies that exist in the country in customer service and hospitality.
The service is a vital tool of distinction and requires a permanent attitude of customer survey and an efficient management of information.
The luxury Hotel Vier Jahreszeiten in Hamburg, Germany, is an excellent example of the personal attention that can make a difference in a market full of very homogeneous products and services, and where advertising is being increasingly sceptically received.
Companies are placing greater emphasis on quality and efficiency in handling complaints or suggestions from customers.
Forced by increasing risks associated with economic, socio-economic and competitive factors, claims departments are focusing their efforts on reducing losses and improving claims management with an emphasis on the customer and reducing operating costs.
Those who hold some form of insurance policy will be able to access the specialized offices offering consumer rights through their current insurance companies, which will begin to implement this measure soon.
“Some companies make the customer dream, in others customer service is routine, and some treat the clients as to never see them return…”.
Knowing what you are doing and what you are missing to satisfy your customers is crucial for your company’s health.
Ricardo Yohalmo León, MBA from INCAE, proposes in his blog in Laprensagrafica.com a simple exercise to assess customer service practices in your company. It consists of answering 10 yes or no questions; the more positive answers, the better.
In El Salvador, the providers of cable TV, Sky, Claro TV, and Amnet/Tigo, are waging a tough battle to obtain clients.
The weapon utilized in this war is the aggressive promotion of new services and programming packages intensely marketed via different types of media.
In an article by Ileana Laínez V. in Elsalvador.com, she reports that "...Sky has managed to successfully incentivize a competitive market in cable or satellite television by offering unique and popular programming to Salvadorian viewers. The Claro and Tigo companies, which were recently absorbed into the operations of Amnet, do not stay behind and they have begun to fight with even more strength for a market that they had already believed was theirs. Amnet, which controls the major slice of the pie in the market, has 400,000 clients in the Central American region. Claro has been able to grab seven percent of the domestic market in a short amount of time."
OUTSOURCE founded in 1998, is part of a business group focused on providing management services for business processes that include outsourcing
Operates in El Salvador, Guatemala, Honduras and Panama
Phone: (504) 252 4487 - (504) 263 1176
Management and Operational Excellence consulting company with ample experience in Services (financial, purchasing, HR, Hotel Ops). Experience in Shared Services Centers in Latinamerica.
Operates in Costa Rica, El Salvador, Guatemala, Honduras, Nicaragua and Panama
Phone: (506) 2286-5278