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Talk about customer service
2013-01-01 19:30:11

 

NICHOLAS.R.A.OBADHA (KENYA)

TATO AUTO SPARES,

NAIROBI

I have had the privilege to work for Tato Auto Spares for one year two months of the two years that the company has been operational in the Kenyan markets.  This gives me the ability to state with all humility the fact that it has done overwhelmingly well; despite the high and tough competition that has been the definition of the spare parts industry.

In my capacity as a team leader customer service, being the services provided before, during and after a purchase is made; it plays an important role in an organization's ability to generate income and revenue.  This is our key focus not only to build and push volumes but majorly to enhance the level of customer satisfaction and know that our products have satisfactorily met the customers’ expectations. In liaison with the country manager to whom I report to directly and the management team we have managed to come up with strategies to meet our customers’ demands and I wouldn’t be happier with the sales team that I have as they are such team players.

The standard operating procedures for the sales department which deals with the clients directly are such that orders are received through various channels such as direct calls that come in via the tele-sales team and executive sales people who are based in the field, email. Once the order is received the first order of business is to ensure that the account for that particular client is clean and if so invoice the products for delivery in the shortest time possible.

At this point there are several key factors to keep in mind.  For instance, at the point of contact with the client; we have to have excellent product knowledge.  In other words, be an information source for the client about motor vehicle spare parts. However, when confronted with a situation where you don’t have the particular information the client is looking for, a follow up explanation should follow as soon as we ask from either the product development team or fellow colleagues. Whatever the situation may be, we ensure the client doesn’t have unanswered questions.

Through the same forums, clients also give their complaints or compliments for the products or services they have received from us.  This is one of the key areas that we bend backwards to satisfy since our strife is to ensure that the client is happy and a complaint means vice versa. We have given a time frame of 48 hours for the issue to have been resolved with communication in between on the situation at hand with the client.

Depending on the nature of complaint, then it will depend who helps solve the problem of the various departmental heads. For instance the client could complain of the price of a particular part and he might want it at a price that would tamper with the sales margin, we therefore hand over the matter to the country director who in turn weighs the options he has and make a decision.

Instant feedback as part of the communication factor is also an important factor that we keep in mind. Though still a challenge to get the clients feedback as soon as they experience it, we have decided to act on our own capacity and visit the clients from time to time and make regular calls to clients so as to develop a good business environment and build trust. This way the client will be comfortable to tell us their experiences instead of rushing to competition. The use of technology such as whatsapp and email has made it increasingly easier to obtain feedback as a client will just send a picture or short message that will reach as fast and we can start working on the issue immediately.

Knowing our clients and anticipating clients’ needs is a plus for our organization. Nothing surprises your customer more than an employee going the extra mile to assist them; we always look for ways to go above and beyond the expectations of our customers. In doing so, it helps them to know that you care and it will leave them happy and satisfied.

We also understand the fact that Frotis products are relatively new in the market and have to develop a trusting relationship with our clients so that they will in turn be confident enough to sell the same to motorists. It’s because of that fact that we help our customers understand our systems. We believe that Frotis products are the best in quality and price which gives us an added advantage over our competition but, if customers don't understand them, they can get confused, impatient and angry; we take time to explain this fact to them so that they can in turn trust them to improve their profit margins.

At Tato Auto Spares we tirelessly endeavor to get feedback from our clients since this is the best way to walk hand in hand with them as they undergo the day to day business emotions which may include low business seasons.

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