Customers’ Perception

This workshop talked about the subjectivity of customers' views on products and services. This subjectivity in turns affects whether the customer is satisfied with the good or service received. Through this topic, I understood that customers can have different viewpoints on the exact same service or good received. In fact, this does not apply only in business, but may also aid in the relationships with friends and the people around us. It teaches us to put ourselves in the shoes of others instead of just looking through our own eyes and falsely predicting the perceptions of people thinking that they are the same as us. It is important for the business to identify the perceptions of customers and deal with it appropriately so as to retain their business.

This workshop also highlighted the very important '7 deadly statements never to say to your customers'. Usage of these statements, as in stated in the notes, are excuses provided to the customers to explain the shortchange in service which is very true. For example, the statement, 'I only work here part time', is used when you are unsure of details which the customer needs. To escape being blamed by the customer for being ignorant, the statement is used. In my working experiences, I have also been guilty of using this statement. I know the implications of this statement now and wherever I work in the future, be it part time or full time, I will make it a point to provide my customers with the information they need instead of finding excuses to cover myself.

I undertook a field trip to an F&B outlet called 'Arnold's BBQ Chicken' at E! Hub to assess their service and food provided. This was very useful as it made me observe how my perception changed over the course of the experience from before i entered the restaurant, having the meal to exiting the restaurant.

One very important thing i learned from this topic is the aspect about 'complains'. Most customers who complain to the establishment are actually exceedingly loyal customers who wish to continue to patronise the company.