Comments on Not Being Sarkari: Problem ownership and WOW! experience

Yes, i totally agree with you! Excellent service h...

2009-07-17T00:02:52.465+05:30

Yes, i totally agree with you! Excellent service helps in retaining them.

That was a complete story of good service and grea...

2009-07-16T05:04:48.461+05:30

That was a complete story of good service and great feedback .... wish more of these happened in real life !!

From my experience you remove the humanity factor ...

2009-07-15T08:59:51.264+05:30

From my experience you remove the humanity factor from a retail store and you get a retail mall!!!

Loyalty to the customer sounds good on the books, but nowadays CRM just stands out as a software tool which becomes a high-tech peeping Tom in the customers private life!!!

I appreciate the WOW moment which is as unique as it sounds.

The minute you get genuinely involved and go a lit...

2009-07-15T08:32:49.028+05:30

The minute you get genuinely involved and go a little out of the way to help the customer, you know you have one for life.

All it takes is a little more time, if only every customer's difficult problems were treated this way..

Problem ownership is indeed the biggest frustratio...

2009-07-15T05:10:01.856+05:30

Problem ownership is indeed the biggest frustration for a customer - you just get shunted from one person to the other. And when a customer gets an experience like you have mentioned in the post, it stands out and you get a loyal customer for life.

It might be an idea for big customer service departments to be organised customerwise (if an agent gets a call, she "owns" that customer completely till the issue is resolved.