Customer-supplier relationship can be defined as the process through which a company maximizes customer information in an effort to increase loyalty and to retain customers business.

The goals to effective customer-supplier relationship are:
1. to build long term and profitable relationship with its customer
2. to become closer to its customers at every point of contact
3. to maximize the company share of the customer wallet

The background to quality assurance is the customer-supplier relationship. The ultimate purpose of any quality system is to ensure total satisfaction to the customer through the goods or services supplied by the supplier.

A satisfied customer is one who purchases a product or service and receives in return value from the goods or services offered.

Generally, customers have a choice. If they don’t like what is being offered or the way it is being offered, they can go elsewhere for similar goods and services. When they do, you the individual and the company suffers. .

Hereunder are some powerful tips that can be used to keep customers:
1. Greet the customer – a friendly greeting serves to relax the customer; even if you are busy with another customer or on the phone, pause to say hello and let them know that you’ll be ready to assist them shortly.
2. Smile – by smiling it tells customers that they came to the right place and that they are on friendly grounds.
3. Use good telephone techniques for e.g. listen attentively – often your only contact with customers is via the phone.
4. Always say please and thank you – it may be old-fashioned but these are powerful words for building customer rapport and customer loyalty
5. Call persons by their name:
6. Anticipate the customer needs
7. Reach out and touch the customer: physical touch is a powerful form of communication. Take an opportunity to shake hands with a customer or even pat him/her on the back, if appropriate
8. Compliment freely and sincerely
9. Provide feedback to customers
10. Explain how things work – take a moment to explain the system or how things work in the organization
11. Never over promise on deliverance to a customer

Here are some ways to improve customer supplier-relationship:
a) Provide faster services
b) Offer to deliver
c) Offer to handle additional paperwork and
d) Take trade-in

Recognize that an upset customer want some or all of the following:
To be listened to and be taken seriously
To have their problem resolved quickly
To be compensated
Avoidance of further inconvenience and
The assurance that the problem would never occur again

Remember if you wish to prosper, maintain a good customer relationship.


For further information, you can e-mail us at: gdbs@spiceisle.com