Defusing and preventing potential conflict- customer service
One of the main factors that affect long-term-success of an organisation is attracting customers and more importantly retaining them. Only an inexperienced customer would entertain the assumption that unsatisfied customers will continue tolerating being offered poor services or buy products that do not satisfied their need. The customers usually shave many choices so if an organization and its employees does not satisfy their needs, they are likely to prefer competitors where results are pleasant to them (Nelson & Quick, 2013). The wrong behaviour expressed towards the customers such as negative words-of –mouth make a firm to lose dissatisfied customers to competitors. The employees behaviour while relating with customers also determines the customer satisfaction and this their loyalty to the organisation’s brands.
The approach used by Nordstrom focuses on the individual needs of the customers by offering them the best service including selection, value and quality is very appropriate in solving or preventing conflict with to a larger extent. Focusing on the customer needs serve as the basic principle of creating a good relationship with the customer (Nelson & Quick, 2013). This helps in any conflict that may arise between the customers and the employees of the organisation. The decision by the organisation employee to exchange the tire with another product that the client wanted even when they do not deal with tires shows the application of accommodating style of conflict management. In applying this style the firm was willing to satisfy the customer needs at its own expense in order to win over their loyalty. This goes a long way in avoiding any confrontation with the customers. By dealing with individual cases of returns by the customer separately, it help in understanding the behaviour of the customer and how to avoid any conflict while dealing with them (Sharp, 2002). It also helps to create an emotional link with the customer, where thereafter their needs are actually satisfied. The extent of replacing products long after purchase to keep the customer happy assist in preventing any confrontation with the customers especially where they claim that their products were faulty.
Moreover, integrating the online and store division prevents the products from running out of stock frequently and this improved the company’s customer’s service. This builds trust with customers and ensures that there no complaints arising due to disappointment from customers in case they unsuccessfully search for products. An online integration also means that customers will not have to visit the stores and look for products but engage the platform to seek the available products and thus avoid time wastage. By embracing online customer reviews, the firm offers the customers an avenue where they can raises the opinion on the services offered. The online review system for customers assist the firm to avoid a conflict since it is able to anticipate the buyer’s needs. An online system help the firm to compile the information from customers opinions and after analysing it, build come up with a strategy to provide services that are focused on customer needs. An online forum is a good approach of preventing any conflict since customers can provide feedback after their review (Sharp, 2002). The feedback can be very useful to the firm as it can give an opportunity for a firm to notice problems as they arise and be able to respond quickly. Thus the approach is focused on customers’ needs and their quick satisfaction assist to avoid any unforeseen conflict.
References
Nelson, D. L., & Quick, J. C. (2013). Organizational behaviour: Science, the real world, and you.496-509
Sharp, D. (2002).Customer Relationship Management Systems Handbook.161
