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Customer Service Rocks!!!!!




Whoa...it's not price but customer service!

According to a survey, customers may not leave you if you have increased your price but they will certainly leave you if you will compromise on customer service.

According to marketing sherpa,

"When we asked the customers why they left, however, price ranked a distant second to service. That’s the key takeaway for this week."

That should be the key take away for all sarkari companies.

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Never spoil customer experience


“Here is a simple but powerful rule: always give people more than what they expect to get.”

Nelson Boswell


I went to a restaurant Pind Balluchi in Gurgaon as lot of people have recommended me Pind Balluchi because of its ambiance, food and value for money.

After waiting time of around 45 minutes, my turn came but the seats offered were not comfortable. Benches in children's park are more comfortable. More disappointing was the cooling system on my side. In hot and humid weather, it was difficult to sit in area where cooling is not proper. I complained about it and senior manager of the restaurant fiddled with AC and fan. He informed me that we have painted this area and it is wet and that is absorbing the cooling.

Well as a customer, I don't care. If there was some renovation going on, area should be closed for customer. But they did not want to dampen their weekend sale, so they decided to spoil customer's experience.

It takes lot to win a customer and organizations should respect their customer. Providing good customer experience is a way to respect your customer.

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Are you listening?????


"The ratio of companies that pay attention and respond appropriately to customer blog complaints stands at a paltry 10 percent by one estimate. "

Erika Morphy (published in technews)

This is a nishani of true sarkari company.

A popular radio station 93.5 launched a program called Red mike on their channel. In Red mike, channel asks its listeners to speak about various things which are not right around them including bad lyrics of songs, music directors who copy western/eastern music directors and some social issues. People come and speak about the issues and vent their anger about issues pertaining to them. But what next???? Is this radio channel going to change things...if yes, how???? We discuss issues in all informal forums (in our nukkad meetings, in kitty parties, in office) but solution is still eluding.

Similarly feedback collection process is in place is lot of companies but what to do with that feedback...I guess that is still work in progress.

Is your organization listening to their customers??? If not, start listening because customer service is the new marketing!!!

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Ownership makes difference...

"The quality of our work depends on the quality of our people."

UNKNOWN


Ownership is what it takes to win...

Today I went to Subhiksha, a leading retailer of India. Generally, Subhiksha gives a poor impression as a retailer because of its empty shelves and dirty store. Today's discovery - poor customer connect as employees lack ownership.

Billing systems in fruits and vegetables were not working and sale from that section was stopped. Customers came to buy fruits but left disappointed as they were not able to buy products. Employees were standing and giving excuses. Customers suggested for using FMCG billing systems and manual billing but all suggestions were in vain.

What employees could have done

  • Put up a poster outside the shop that sale of fruits and vegetables is stopped
  • Store manager should be on the shop floor and apologize to all the customers
  • Should have used billing systems of FMCG counters (always listen to customer)
  • Remove all F&V and give it to some needy people (may not make a perfect business sence but doing community service is better than dumping vegetables)

Ownership can make difference...

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Internet is better in customer connect....

I went to see a movie in DT Cinemas in Gurgaon. After waiting in queue for more than 5 minutes, my turn came. I requested for corner seats for the movie I wanted to watch. Employee at the counter confirmed me the movie, timing and seats given are the corner ones. 

When I entered theatre I found that seats given to me were not as requested. I was a little upset. Then it occurred to me that for booking movie tickets internet is better, because:
  • I can choose my own seats and there will be no surprise inside the theatre.
  • I can jump the queue
  • In this era of high inflation I can avail offers (Buy 1 Get 1 free offer was going on some credit card)...
  • I can book tickets during my office hours :-) 

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Customers Wanted...Dead or Alive


"The longer companies refuse to accept the influence of consumer-to-consumer communication and perpetuate old ways of doing business, the more they will alienate and drive away their customers"

A quote from tell3000




This is true every sarkari company. Most of sarkari companies in India are run by men. These worldly wise men think they know each and every thing and they need not to listen to customers. Well only time will tell!!!

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Adding your own signatures

“The two most powerful things in existence: a kind word and a thoughtful gesture.” Ken Langone, founder, Home Depot



We all have eaten in lot of restaurants and in PizzaHut also. Not many cashiers will personally sign off the bills. Jacob in PizzaHut (DT City Center, Gurgaon) does that and add his own style on the bills. Thanks Jacob for this personalized service.

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