The ISO 9001 Standard – Quality Management System standard states that the main focus of the standard is to comply the customer needs and exceed customer expectations, but this must go far beyond that.
“The customer is always right”, is that so? I am sure that you have come across this statement in your life and have been questioning the veracity of that phrase, because in the end the customer often complains about something that had already been warned before, or wants to receive more than he bought, etc. , the situations are numerous that this sentence leaves us unfair, but it is all a matter of perspective.
A justification that the ISO 9001 standard gives us regarding the focus on the customer is the following:
Sustainable success is achieved when an organization attracts and retains the trust of customers and other relevant stakeholders. Every aspect of customer interaction is an opportunity to create more value for the customer. Understanding the current and future needs of customers and other stakeholders contributes to the organization’s sustainable success.
Despite several divergences, the phrase I mentioned earlier is correct, in all cases, understand why:
If the customer did not understand the process, your process is incomplete
Understanding the process of purchasing a product or service from your company is not a one-time role, because it is your role to provide all the information that is necessary for it so that it is objective and leaves no room for doubt, focusing on the customer. If you have many problems for example regarding a contractual clause, it is up to the manager or responsible for the quality management system to strengthen this information at the time of sale.
The customer complained that the product / service did not attend the expectations
This is a case that serves as a recommendation, the best customer is the one who complains, because you know what you need to correct so as not to generate the same frustration in others in the future. sales. Rank all your complaints related to the product and service and seek improvements in your process to continually improve, in which case the focus on the customer is not only for his good, but for his future.
My client first complains in public and then tries to resolve with us
The advent of the internet has greatly evolved the way users interact, he knows the power it offers, the pressure it causes on the company and the negative repercussions for the business. Many scholars say that organizations have no way of having control over this, and they are right, but they can mitigate.
Be the owner of your whistleblowing channel, it shows that despite the (few I hope) complaints, your company always provides a quick and satisfactory service, this shows more than a company that is complained, but a company that speaks.