Final answer:
To secure follow-on business, attention must be directed towards excellent post-sales customer service. Achieving this involves going beyond the basics, being proactive in problem-solving, and contributing meaningfully to the company's mission, thus ensuring customer satisfaction and loyalty. Option b) follow-on business, post-sales is the correct answer.
Step-by-step explanation:
Understanding Order Fulfillment and Customer Service
To achieve follow-on business, it is essential to pay attention to post-sales customer service. Providing exceptional service, especially after a sale, can encourage customer loyalty and lead to repeat business. In the context of order fulfillment, this means ensuring that all customer interactions and product support are handled professionally. Being resourceful and responsive to feedback can not only satisfy customers but also earn the respect of your boss and colleagues.
To excel in customer service, you should:
• Remain willing to go above and beyond when possible.
• Be flexible in the face of changing priorities and assignments.
• Understand the company's mission and contribute to its goals.
• Stay accountable and take ownership of mistakes.
• Minimize the need for supervision by providing proactive updates.
• Treat everyone with respect and maintain a professional appearance.
An example of excellent post-sales customer service is resolving a complaint efficiently. For instance, if customers are confused about the payment process, as was the case in Gavi's Fast Food Restaurant, implementing a simple solution such as floor markings for queueing can greatly enhance the customer experience and reduce stress for both customers and staff.