SS002

Customer Satisfaction

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February 2011

The summary of discussions at QualityGurus.com

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 SS002

Customer Satisfaction

The summary of discussions at QualityGurus.com

February 2011

In spite of having programs such as Six Sigma, TQM
why do companies still have dissatisfied customers?
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If a customer (or client) is dissatisfied, the
first step is to identify and define their dis-
satisfaction. Their wants and needs first
must be uncovered and defined to see if

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A customer is the most the features and benefits of your company’s
important visitor on product or services can satisfy those wants
our premises. and needs. Their dissatisfaction as well as
He is not dependent Reasons of customer dissatisfaction 1 their satisfaction should be measured and
on us.
E analyzed to get a better perception of their
We are dependent on
him. Not knowing the expectations true level of dissatisfaction. Once the rea-

He is not an
interruption in our
work.
He is the purpose of it.
He is not an outsider
in our business.
He is part of it. Not meeting the expectations
We are not doing him
a favor by serving
him.
He is doing us a favor
by giving us an
opportunity to do so.
~ Mahatma Gandhi
• Customer remains dissatisfied unless the com-
pany knows what the customer actually expects
out of their product.
• A customer may become dissatisfied because the
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product or service does not lives up to expecta- Tips to avoid customer dissatisfaction
tions, in spite of the use of six sigma.
• Over expectations and the changing needs of the
customers.
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son and level of their dissatisfaction is ex-
posed then a system to improve that dis-
uscontentment can be instituted and a control
can be implemented to insure continuation
of that improvement in product or level of
service.
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• Be pro-active. Don’t wait until the customer com-

• Because of the rapid improvement in the tech-
nology, customer may compare the services pro-
vided by a company with those of the competitors,
which may lead to dissatisfaction.
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plains. Surveys and meetings are a great way to
understand the customer’s needs.
• Be responsive. When there’s an issue, resolve it
immediately. By waiting to resolve an issue can
turn smaller problems into bigger ones.

Conclusion
• Be honest. Telling customers the truth usually
• (value delivered < value expected ) = Dissatisfied goes over better than lying to them. It will eventu-
ally help gain the customers respect.
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Customer
• Be realistic. Some customers have expectations
that’s just aren’t attainable. In that case, it may
Things to do when you have a dissatisfied customer
be necessary to try to reset the customer’s expec-
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tations, or, if that isn’t possible, to suggest that
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they may be happier by taking their business else-

• Discover what the customer is unhappy about and where. Not every sale is worth the cost involved
why? in obtaining it.
– asks 2 simple questions:
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* Did we perform to your expectations
during this project?
* What can we do to make future projects
go smoother/easier/better?
• Analysis, find the root cause and then improve it.
• The best approach in solving this issue for cus-
tomer dissatisfaction is setting proper expecta-
tions.
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