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  ISO 9001/4:2000
  Customer Concerns

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Author Topic:   Customer Concerns
posted 26 July 2001 10:07 AM           Edit/Delete Message   Reply w/Quote
What is the definition of a customer concern, when related to tooling and equipment suppliers?

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David Mullins
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posted 26 July 2001 08:43 PM     Click Here to See the Profile for David Mullins   Click Here to Email David Mullins     Edit/Delete Message   Reply w/Quote
Or from a different angle:
How do your customers measure satisfaction with you?

The basics are quality, cost and delivery, but there are numerous other smaller issues like communication (availability of staff to support enquiries, phone fax and net access to support or ordering, how your staff answer the phone, how long it took them to answer the phone, how helpful are your staff when talking to customers, etc, etc.), knowledge of staff, ease of invoicing/payment, clarity of shipping and packing documentation, clarity of labeling, and on it goes.

SO, back to the original question, what is a customer concern? Anything that has a negative impact on the customer's perception of your company, whether they bring it to your attention or not.


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