Customer’s Specifications Discussion Essay

Consider one of the following scenarios for customer service interactions:

The grocery store

The on-line courses

The supply chain for delivering products

Write a brief summary of an example of the best and the worst customer service interaction that you experienced.

What made the experience pleasant / unpleasant?

What can you learn from this experience and apply to your job as a process

Quality Engineering Technologist?

One of the best ways to learn how to treat your customers with respect is to put yourself in their shoes. List at least five tangible ways you can be a better customer when you are providing the service above Customer’s Specifications Discussion Essay.

Tell me how this course changed your perspective about Quality!
Reflection from the Book: Now that is meeting the customer’s expectations!

The story is told in various management books of the overzealous American purchasing agent who thought he

would be tough on his supplier by setting a completely unreasonable failure specification of 3 parts per 10,000 units. When this company’s first order arrived from the Japanese supplier, there was a small package in the top of the box with a note that read: “Dear sirs, enclosed please find your first order of 10,000 widgets. We do not know why you desired 3 bad widgets, but at your instructions we have included them. For your convenience we have packaged them separately so you would not mistake them for the good widgets.

Customer Service, An Important Factor in Business

Choice for Customer Service Interactions

Supply Chain for Delivery of Products

Customer Service Experiences

I had one of my best customer experiences when working in a family business that deals with clothing. Some of the products sold in the shop are customized depending as per customer’s specifications. The organization has established a business relationship with several clothing producers. A customer’s specifications for the customized clothing are given to one of the manufacturers. A time period for completion is agreed with the manufacturer.

One day, a customer needed five customized apparels urgently and gave me specifications that I forwarded to one of the producers called JJ Clothing Manufacturers. The customer needed them in five days since they were meant for an occasion. The manufacturer was very cooperative and was done with the order within four days. The experience was good since the manufacturer maintained effective communication throughout and always updated us regarding the progress. The ability to meet the deadline and meet the desired quality led enabled our organization to get a new loyal customer.

I had the worst customer experience in the same shop. I placed an order for a customer for customized apparel with a manufacture called TimJoy Clothing. In addition to delivering the apparels after the agreed deadline, the products failed to meet the quality specified by the customer. The experience was unpleasant because the manufacturer failed to pick phone calls and give updates regarding the progress until the last date Customer’s Specifications Discussion Essay. The customer became too furious to the extent he almost sued our organization.

One of the things I learned is the importance of update the customers consistently with the right information about the progress of the production processes for their orders. In addition, I learned that with effective planning and focus, it is possible to increase production speed and maintain high quality of products.

Providing Better Customer Services

The above customer service can be improved in the following ways:

Manufacturing and delivering products within the agreed timeframes. If there is a need to deviate from the agreement, the customer should be informed as early as possible.
Maintaining effective communication with the customer throughout the production process. To achieve this, there is a need
Maintaining professionalism through honesty by telling the customer the truth about the issues that might affect the clothing production process and the expectations.
Enhancing reliability through collecting mistakes made. The failures in the above case should be corrected with production of quality clothing products within the agreed period of time and effective communication throughout.
Taking responsibility of the mistakes is essential. In the above case, the manufacturer should express responsibility by covering losses caused by lateness and poor communication.

In this course, I have learned that the final quality of a product is influenced by every step that it has gone through in the manufacturing process. As such, every step is of great importance. However, the course has changed my perception of quality a bit. Before taking the course, I thought that meeting the desired quality was the ultimate thing needed for a product to fulfil customers’ desires. However, I have learned that a customer’s desire for a product can be highly affected by a poor customer service. As such, every aspect of the business plays an important role to a product’s ultimate performance in the market Customer’s Specifications Discussion Essay .

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