At electrostar electronic there are so many examples of problems resolutions
have been an ideal example for how to retaining a customer encase of having
problems over productions. When most of
the companies was contributing the meeting with business analyser about how to
take one steps ahead in the market, founder of electro star electronics and
management were discussing about increasing the number of happy customers.
It was risky decision take out
from management that they want to spent money to listen the problem of customer
directly, can a businessmen can believe
on this instead of pre marketing about upcoming products they decided back to
here the problems of customer , Yes it was decided there. They scratched a perfect plan on paper about
future planning what they could do for using customer care as marketing point
of view.
Gathering Customer Recall Data about Same Problems:
Management wanted to get a real
data about their products loop follow so that in future they can implement in
their products or they can launched a product in series which could help decide
extra inputs in their products. This tact’s worked well
How to Show That Electro star Electronics is quick rather Then Others In
case of Problem Resolutions?
This was a top- notched decision
was taken from management about showing their frequency of resolving problems
with given commitment to the customer for this they worked on TAT (Turn Around Time) targets for each
team which was conducted with customer care.
However they did share earlier to the customer
about TAT but applied in work domain before launching physically to the
customer so that employees could be prominence about this. The tact worked
again customer was happy with the way of treating their complaints within time
frame. And this is a big reason so why that customer like much more
Electro star Electronics Services Applied Reliability Engineering Efforts for deciding Life Cycle of
Products
Management of Electro star
electronics was aware of customer mood about the guaranteed time period of
products. They know the reality of the guarantee time most of the companies
from electronics manufacturing fields were facing the daily basis problems
about rearranging new peace of products for faulted products. They hired some
good experience engineers for deciding the realistic time frame of products.
Major Benefits They Gain from Customer Complaints Resolutions
1. Advantages
= Improvement towards advanced stage, "strategic" goals, for example:
2. Grow
yearly sales earnings by 10%.
3. Become
leader in the market in client care.
4. Establish
brand authority in the market.
5. Become
the state of the art low-cost provider.
6. Benefits
= Improvement towards lower stage, "tactical" goals, for example:
7. Reduce
average client wait time on answering services company phone by 50%.
8. Increase
product mean time between failings by 100%.
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