CITY OF SAN FERNANDO -- The Laus Group of Companies (LGC), a diversified conglomerate with over 60 business units all over Central and Northern Luzon, on Monday gathered hundreds of its officers and employees for the first joint sales and aftersales meeting of the year at the LausGroup Event Centre in this city.
The whole-day event was keynoted by J.D Power Singapore PTE. LTD Senior Manager-Consulting Mohit Kapoor who shared an informative talk on “Creating a Distinctive and Memorable Customer Experience.”
Kapoor, who has more than 15 years of experience in consulting and research in automotive and retail industries, highlighted that “customer satisfaction” is the primary key for businesses to thrive.
He explained that to improve customer satisfaction, companies must improve the value and quality of product or service provided, as well improve communication with the customers.
He also noted that “providing service guarantee and upgrading service standards and processes are equally important” for companies to gain repeat patronage and loyalty of customers.
Moreover, the business expert also advised employees and heads that in responding to a customer request or complaint, one must inform the customer of the steps and timing required to meet their needs.
“The best way to handle complaints is to keep customers posted on the progress. This way, you are assuring them that you are indeed doing your best to fix the issue. It also saves your reputation as a company,” he added.
Kapoor concluded that by consistently pursuing customer satisfaction in every purchase and transaction, companies increase competitiveness and get a higher chance to be referred by clients.
“With more referrals and positive feedbacks from satisfied customers, companies can gain more patrons, which of course means more sales and revenue for the organization,” he said.
Aside from Kapoor, Huper Optik Philippines Regional Account Manager Alex Tan Kian Boon also underscored some useful insights on how LGC can attain long-term success.
The event later on evolved to an open forum where LGC staff were given the chance to share their observations and experiences, as well as platform to voice out their concerns.
The conference, which is only the first of a series of activities, is part of LGC’s commitment to continuously empower its employees and provide them up-to-date and relevant skills and approaches.
Published in the SunStar Pampanga newspaper on January 24, 2018.
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