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Business & Strategy

 

Will you pay more if given better customer service?

Created by : Namrata Pathak, Accounts Manager, American Express  | 05 04 2011 05:45:04 +0000
Keywords : customer service consumer durables customer care good customer service
Activity:  547 views;  last activity : 05 11 2011 07:06:02 +0000

For anythingyou buy, anything you own in this competitive market .. would you go for a brand which is comparatively costlier but provides wonderful customer service?

http://www.upyourservice.com/images/learning%20library/Customer%20Service%20Contact/is%20the%20customer%20really%20king_image.GIF

  
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Indian market is different and I presume people choose cost over service. They would be delighted to buy something comparatively cheap without a thought of customer sevice.
By Namrata Pathak, Accounts Manager, American Express  05 04 2011 05:45:04 +0000
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but now the mindset of Indian consumers is changing,because in the long run quality is what matters more.....
By Ravi Sharma, SEM Exec., Data Infovision  | 05 06 2011 10:26:52 +0000
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It all depends...what the service is...if a person needs a certain service, would go an extra mile to get the best of it :)
By Elizabeth Dayal, Recruiter - Non IT, Stryde Consulting Services Pvt. Ltd  | 05 05 2011 16:29:02 +0000
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If we are talking in about general then, in service marketing its very important to serve customer like a god industry like,hotel,travelling ,food chain, there is lots of attention needed by management and both management and customer consider while they go for providing and availing service.customer are willing to pay extra where they get more service.
By Devendra Pratap singh, Finance Executive, Devendra pratap singh  | 05 05 2011 07:40:16 +0000
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In a complex environment around us, a better customer service is a God-sent opportunity! Who would like to miss this even if its given at a marginal hike! However, its for one to take a judgement call based on the kind of service one is looking out for!
By S. Muralidharan, Executive Director, Knowledge Foundation & Campus Around the Corner  | 05 04 2011 17:37:01 +0000
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It depends upon the products that we purchase and today trend obviously warrant better customer services.Thanks Mr.Namrata for the referral.
By NATTERAJA R. ARIKRISHNAN, GM-Projects, Bentec Electricals & Electronics Pvt. Ltd  | 05 04 2011 16:56:34 +0000
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Yes definitely and it is the case many others otherwise so many branded items which are costlier than local brands would not have established themselves in the market and would not have raised to the positions they are holding now.
By kanukurthy sudershanrao, Operations Manager, Andhra Bank  | 05 04 2011 14:30:42 +0000
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Well it really depends, where you really need it!. lets say,if you need to stay at hotel, then definately you wont mind paying few extra dollars to get better service.
By Rohit Thakur, Electrical Engineer-Industrial, Quality Engineering and Software Technologies  | 05 04 2011 11:18:48 +0000
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Well it really depends, where you really need it!. lets say,if you need to stay at hotel, then definately you wont mind paying few extra dollars to get better service.
By Rohit Thakur, Electrical Engineer-Industrial, Quality Engineering and Software Technologies  | 05 04 2011 11:18:27 +0000
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if advelorem matches my satisfaction well i will do without any reservation
By sudhakar , BUSINESS CONSULTANT  | 05 04 2011 10:10:07 +0000
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Thanks for referring madam....i think people today are no longer worried about cost factor...on the contrary they are even ready in compromising prices with good looks, comfortability, good post- sales service, upgraded technology etc. in any kind of purchase they make.
By JAYANTA KUMAR BORAH, B.Tech/B.E GRADUATE, Annamalai university  | 05 04 2011 09:24:26 +0000
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Yes, I am ready to pay for the best / good service. Thanks for referral, Namrata.
By SHRIKANT MANOHAR DANKE, Project Manager, Phadnis Infrastructur Ltd  | 05 04 2011 09:14:31 +0000
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Yes, I am ready to pay for the best / good service. Thanks for referral, Namrata.
By SHRIKANT MANOHAR DANKE, Project Manager, Phadnis Infrastructur Ltd  | 05 04 2011 09:14:15 +0000
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I remember answering this question earlier. Yes. I am willing to pay more price if the customer/after sales service is excellent.
By Suryanarayan Murthy, Asst Vice President (Corporate Finance), A Hydro Power Project  | 05 04 2011 08:45:55 +0000
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well answering it personally "YES" as the question is marked to "will YOU pay..", but having said that at present my personal experience is that providers expect a very high price vis a vis the service they provide and because there are not many options or alternatives available between the high priced quality service and normal service I am not left with a choice but to pay more. Am waiting to feel the "AHA experience" in which i might feel that yes i want to pay more because the service is super fantastic.
By Niraj S Kakkad, Manager - Investments  | 05 04 2011 08:34:51 +0000
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Yes. Definitely.

The type of product or service also justifies the decision taking process.

For Example, Private service providers are much better than BSNL and amongst the private players some companies are better. So if having an excellent communication network is very important to your company or business, you would definitely go in for a good and well rated private player instead of BSNL. Whereas, small business or vendors generally go in for BSNL because of its perceived cost effectiveness. Also, having such a service provider gives a good impression to people who are your prospective clients.

Live examples of this is some thing like this - When your phone is busy the recorded message in a private network is very pleasing and states that the "subscribe is busy". Whereas BSNL comes up with different messages which get mixed up some times and the caller would be given a message like "Please check the number you have dialed" or something like "This number does not exist" or even worse "the connection to this number is temporarily  withdrawn" (The last message gives the impression that you have not paid your bills).


By G A Narayan, VP - Marketing, KE Housing P. Ltd.  | 05 04 2011 07:34:10 +0000
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 i wonder whether this funda will work for the banking industry as well ?
By Sonali BHardwaj, lecturer, K.P. College Of Management  | 05 04 2011 07:30:38 +0000
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Money does not matter if customer service is best..........Because customers are aware and are service oriented......
By prakashraj kumavat, MBA/PGDM student, Omegan School of Business (ICFAI Tripura)  | 05 04 2011 06:50:40 +0000
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It may be subjective but in general, we, Indian People, do tend to economise on everything and often bargain, mostly needlessly. Yet, good service is key to satisfaction and people often do not mind paying more if they are sure of service quality. If it is not so then why does one prefer to stay or dine at elite hotels since the food is the same at every eatery. Also, we know very well that cheap is actually the costliest. Sasta Roye bar bar.....
By Dinesh Chandra Binjola, Freelancer, Freelancer  | 05 04 2011 06:20:51 +0000
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With the change in economic trends and the share of service industry in the economy moving up I think its a valid response. There has been a shift in the consumer preferences in recent past too, more of us are looking for better services and warranties than ever and we have seen Increase in sales of such brands :)
By Vineet Thakkar, Associate Executive- Product Marketing, Aris Global  | 05 04 2011 06:14:17 +0000
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Namrata I agree with you on this.
By Rathin Deb, Freelance Retail Consultant  | 05 11 2011 07:06:02 +0000
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i agree with namrata.
By puneet , Manager Admin  | 05 07 2011 15:15:17 +0000
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well it depends on the type of product and price band. If i wanna buy a printer i would buy any brand but when buying a car i would look at service aspect but would not buy a car from a company that would give me the best service because service here is secondary. But when it comes to Insurance , banking and credit card customer service is an core issue.
By Sarabjeet Singh Johar, BMS student, Mumbai University  | 05 05 2011 05:55:55 +0000
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yes it is true

 
By N.Sreenivasa Rao, Construction Management, Central Public Works Department  | 05 05 2011 01:42:55 +0000
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By going for brand they'l charge more obviously they have to give proper customer service i believe
By kishore kumar, Senior Consultant, Talent Hub  | 05 04 2011 14:22:23 +0000
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Customer service itself is to promote the brand value. In this competitive market customer service cannot be ignored. Paying more for the customer service is absurd. The other side of this in our country becasue of the population customer switching is there from one brand to other, this is taken adantage of the service provider in loosing the customer and is not bothered also. Hence paying more for the customer service is not admittable.
By S.Udayabhanu , Head/VP/GM-R&D, ADVIK HI-TECH PVT LTD  | 05 04 2011 12:28:49 +0000
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Absolutely no, unless it matches ..................value for money.
By Ravindra Sharma, Managing Consultant, CHEF-India  | 05 04 2011 08:25:41 +0000
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In India, Cheaper is better. Also, the fact that Customer service is rarely a service is also true. Customer service in many cases, is the way to solve the problems that they create themselves. Pain is always customer's. Customer is always second when it comes to service, the whole-sole idea is to increasing the business, marketing in the name of customer service and maximizing their profit, that's it. I've rarely been serviced well to my satisfaction. Have you been?
By Rahul Rakesh, Senior Software Engineer, NCR Corporation India pvt. ltd  | 05 04 2011 07:42:50 +0000
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