Understand Customer Needs

CATEGORY C: OUTSTANDING GRADUATE ENTERPRISE AWARD.

INNOVATIVENESS AND VALUE ADDED

How Well Does The Customer Need Understood And How Well Is The Business Exceeding Customer Expectation?

Customer is the main asset for our company. Customer is Always Right is one of our motto. According to W.Martin in Managing Customer Service, you cannot manage a quality service organisation unless you understand the nature of what you are providing, fully realise what your customers want from you and how they perceive you from the start.

How well does we understood the customer needs? We applying 4 main criteria in handling customer namely understood, welcome, important and comfortable.

First criteria is understood. Explaining about this term, our customer always want us to deliver as expected promises and of course must be surpass their expectation. Customers need to feel that the message they are sending is being received and interpreted correctly. So, on this criteria, we applying by offering personal services and focusing on front desk (customer services) role. We always put may self in my customer shoes. For example, not all of customers know what we can offer to them. So by explaining more to them in details will help them to raise up what actually their needs and what we can offer to them and also suggest

To exceeding customer expectation is not easy as being talk. Customers usually will compare us with competitors in term of product range, price, quality and time base delivery. So in exceeding customer expectation we offering the all under 1 (ONE) roof. This mean, we make every products in 1 (ONE) premise. Not only paper printing, we also offer printing and embroidery in textiles, inkjet printing including tarpaulin, stickers and wallpaper, design services, and all range for gift and souvenirs. Other than that, for any product that we never done, we will try to help and assist for any alternatives that can be