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Relationship Marketing (customer handling) - Essay Example

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Relationship Marketing (customer handling)

Their loyalty with your company can enhance your sales and helps in increasing your yearly turnover. These complaints inform the organization what actually the customers wants, their needs and what changes they want. The importance of these points and ideas from the customers are very important due to the reason that you are actually serving these people. So these are the customer voice that meant a lot for the organization. These customer voices are actually what they really want in the product or services. The after sale service is important because customers may feel some problems and dealing with problems may help in gaining their loyalty. These customers handling isn't important for the sales and marketing of the product but also important for the service providing companies. This article is actually based on importance of complaint handling within the retail FS UK market. We will see what problems they were facing and how the problem solving enhances their service market.
In 2003 the life insurance company based in UK paid the fine of 675,000 pounds due to their mortgage endowment complaints which were not handled properly. Similarly in 2004, Life Insurance Company again paid the fine of 725,000 due to their bad handling of mortgage endowment complaints. ...
In 2005, high street bank paid the fine of 800,000 pounds due to their bad customer services provided to their customers. In 2006, again the life insurance company paid the fine of 750,000. In 2007, IFA paid 330,000 of pounds as fine again due to their bad customer handling. These all fines paid by the companies are the only reason of bad customer services they provide to the customers. These companies then need to take a deep look inside their customer relation services in order to know that where the actual problem lies.

What actually causes these problems in the company We try to search and find some issues which these companies lack and these were

The company was fail to give sufficient customer services as customer advisors were failed to advise the customer the which service suit them most. These companies were unable to provide importance to the customer when they first step in the company. The companies were unable to investigate deeply in order to know that where the company lacks mostly so that they can enhance that section. The companies were unable to launch such systems and strategies that can improve the customer relations with their employee's. The companies were unable to provide awareness to the customers that what they actually hold for them. The customers are unable to know their whole procedure. They were unable to know that how long the company will deal, what will be their process, what will be their after sale services, and what actual product or service of the company will suit them better. Similarly the company was unable to provide such services like complaint handling and resolution. First of all the company was unable to handle the complaints properly. The company's staff was not trained and unable to ...Show more

Summary

The article deals with the importance of the complaint handling within the financial services of United Kingdom. The article will first state the general importance of handling the complaint, and then few problems within the financial services of United Kingdom market are shown with different solution…
Author : gino86
Relationship Marketing (customer handling) essay example
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