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Commitment to service!

Commitment to serviceThe real test aimed at the customer orientation of any reliable supplier takes place when a product or service failure has occurred. Ideally, quality should be high all the time and failures should not occur in the product chain or service process. However, there can be mistakes occasionally, systems break down: minor suppliers in the service process may cause problems of significant importance. As a consequence, the planned service process will not lead to a good result for the customer. The intended level of quality set by fully-fledged QA Managers is thus not achieved.

And yet at the same time, it is important to realise that such a failure does not always result from mistakes made by up front suppliers. Whoever is to be blamed, every problematic situation for a customer is an opportunity for the supplier to demonstrate its commitment to service. Hence, regardless of the reason of the failure, the supplier has to take care of the situation and be responsible for solving the problem in a way that eventually satisfies the customer.

Giorgio Gastaldello, sales and marketing managerA well-managed recovery has a positive impact on the development of a trusting relationship between suppliers and customers. It also may deepen the customer's commitment towards the service provided by the supplier. Quick complaints handling has a significant effect on customers' perception of the service orientation and it has thus to be managed well and with the highest level of competence.

Giorgio Gastaldello
Sales & Marketing Manager

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