Read on one of the forums
Company: We provide best, amazing, eeficient and excellent customer service.
Customer reaction: And invisible also?
BusinessWeek article suggests that there is huge gap between expected service and service delivered. Lot of companies believe that their customer service is great, their support staff is extremely customer friendly, the value added services are highly admired by customers and companies are able to manage customer expectations. According to customer, it is not so.
In these tough times, every bit of business is important. Every business is trying hard to hang on its customers by providing superior customer service. Truth is customers do not share this feeling.
Customers are readily exposed to good service levels provided by other industries and they compare and expect same service levels from other industries as well. Lots of customers are changing their service providers because of poor level of service.
It is not about providing great customer service. It is also not about providing most efficient customer service. It is about meeting customer expectations which will lead to higher customer satisfaction.
by sm , on May 25, 2009 11:01 PM
nice post
by Dhiman , on May 25, 2009 11:38 PM
Adesh, incidentally I am doing what u mentioned I am contemplating to change my internet service provider though they are prompt in their customer service but the basic QOS of the product is faulty and their competitor is offering a better deal...in a no. of ways...I understand my current service provider is limited by technology but still I am moving on...
by rads , on May 26, 2009 12:36 AM
True..but the problem is marketing and advertising exaggerates the actual standards of a comapny and when the customer is duped from it he buys the product only to see that it was not as good as the Ad. so clearly this gap is created by the marketing dept. and they can't help but praising the company's goods as they are paid to do so. But the poor customer service guys bear with all this when the final product is not good. Even then if the support team is willing enuf to help and solve an issue customers are ok with some bads of the product.
by le embrouille blogueur , on May 26, 2009 1:05 AM
To second Rads comment ....the marketing guys do not "talk" to the actual "team" and things get lost in translation.The customer is the target!!
by A journey called Life , on May 26, 2009 6:53 AM
how true, but what 'amazes' me is even in these times, when every little or big customer counts, certain business are still slack in the customer satisfaction department.
i think the approach they should be following is to exceed customer expectations and thereby increse the satisfaction quotient
by Adesh Sidhu , on May 26, 2009 11:53 PM
@ sm - Thanks.
@ Dhiman - We should not tolerate bad service or product.
@ Rads and LEB - Yes, marketing actually raises the expectations.
@ AJCL - Exceeding expectations = delighted customers but very few companies can actually achieve that.
by preposterous girl , on May 28, 2009 9:02 PM
Adesh, u r dng a gr8 wrk.I hope the customer service departments read this and take a cue..
I have many times faced this prob with these depatrments myself and had to take help of consumer court twice..And right now also m gng through a prob with a phone company..