What is the customer saying?
The corporation is interested in at least the following kinds of things the customer has to say:
- Negative/positive comments on products and services. How can the corporation improve? What is the corporation doing wrong? What especially pleases the customer? All of these thoughts should be known at every level of management.
- Questions. How does a product work? What should the product be doing? What speeds and capacities and limits does the product have? How is a product installed?
- Warranties/guarantees. How long is the warranty? What are the limits of the warranty? What is and is not covered by the warranty? What are the expiration terms of the warranty?
- Complaints. What was wrong with products and/or services? What remedies does the customer have? How can the malfunctions of the product/service be made whole or rectified to the customer?
- Support. What are the customer’s expectations? What has been supplied by the corporation...
