| Topic : Consumer Engagement - The Next Big Thing!! |
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Activity:
105 views;
last activity : 08 23 2010 17:16:20 +0000
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Broken Promises
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LACK OF COMMITMENT
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Assuming customers are dependent on us
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Actual service V/S Perceived by customer
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Delay in providing services
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over dependance on data without consumer insight
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Misplaced expectations; over commitment and under delivery
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Unavailable Information
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Bad after sales policy
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Bad customer response questionaires
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Not asking for feedback
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Delayed response
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lack of transparency
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After Sales Service
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No infrasture for service
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people,processes,premises,prices,marketing
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where is the promise?
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Wrong information
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wrong commitment
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Customer services by employees
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Customer service representatives should not make claims or promises that they cannot keep. When a promise has been made, the company must keep that promise. If the company for some reason cannot keep the promise, they must apologize and try to make it up to the customer in another way. |
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I support to all these points posted by Saurabh,Mr. Badri, & Mr. Santosh.
I accept the views posted by this side. thanks Ms. Sourab Awasti.
Customer service is the paramount activity for any business organization. Some of the important customer service mistakes are -
1. Failure to honor the commitment given to the customer - This is a cardinal mistake. This drives the customer away.
2. Not responsive to the needs of the customer.
3. Not understanding the needs of the customer.
4. Trying to justify the mistakes committed to the customer.
5. Not replying to the customer queries promptly.
6. Not able to build the confidence and credibility in the eyes of the customer.
7. Not being proactive to the needs of the customer.
8. Not giving correct information to the customer.
9. Focused more on the profit for the organization rather than for the customer.
10. Leaving the customer in the lurch if any issue occurs (fly by night agencies)...
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ON MANY OCCASIONS WE GET REPLIES WHICH ARE EVASIVE,NOT TO THE POINT,NOT RELEVANT TO OUR QUESTION AND WITHOUT ANY COMMITMENT.THIS RESULTS IN LOSS OF CREDIBILITY,CONFIDENCE IN THE MINDS OF CUSTOMERS |
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Hallo Saurabh. I agree with you. Most of the Customer service will not give correct information. Sometimes this will frustrate you. Especially the Government services like telephone and Airlines department will not give the correct information. They will vague answer for which our time and money will be wasted. Hope everybody will understand and to improve the customer service and look forward for immediate soultion.
K Rajagopalan.
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Start taking existing clients casually is a big mistake. Should always pay attention to them like first time every time. |
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There are 2 things to examine customer service for any organisation First, Actual service V/S promised , perceived service by customer V/S Actual performed by organisation
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While it is important to keep the customer happy, keeping them waiting and begging for solution really is asking for trouble. In this day of customer loyalty and hanging to your customer base, service is the key function to prevent erosion and enahnce loyalty, so prompt and effective service not only does all these but adds value to your branding.
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we rarely convert the data into insights that provides understanding to consumer behaviour |
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Sales and after sales staff to be trained and integrated well in order to ensure that customers are not sold products with over commitments which could ultimately lead to misplaced expectations. As a result, when it comes to service, the customer feels cheated and under delivered as against what was promised at POS |
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Saurabh you are right on this. Companies with broken promises are never appreciated. Besides that I would like to add... Customer service representatives must always be trained on how to provide customers with proper information or how to transfer customers to individuals who can provide proper information. |
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Most companies can be judged by their after sales interactions with customers. In many companies after sales is a big mess:
If selling and delivering is all you have included in your sales policy. Then you do not care about your customers.
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Most customer response questionaire are not designed to improve the service through a serious learning process. Many questions are meaningless for the customer. |
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A company which does not seek feebback is percieved as one not interested in the customers. |
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Many of the product support people didn't turn on time.where decision making of the customer delayed and making them suffer and finally resulting with damaged rapport with their clients. |
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Many organisations presume that the customer is aware of all the lines in small print. But when a customer comes to know of any apparently hidden cost or something like that, he feels cheated. The organisations can take a shelter under the rule "caveat emptor" but the customer may think more than twice to deal again. |
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Good ideas are given by many experts, here we can explain all concept with after sales service satisfaction. Usually we had seen that the behavior of service provider was very polite before sale of product but once the product sold then their way of talking and providing information will change automatically. Response will come too late for your query. Missing the satisfying answer will be one of the problem. Although the same problem occurred due to employees nature otherwise no company appreciate the behavior because it will break the chain system of marketing. |
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Most of the time, we hear that, after sale services, are entertained by many a products. But, what we see is that they do not have adequate infrastructure to do the needful. As result, undue delay in delivery or poor quality of service with make-do materials. May be a particular spare not available or the trained technician out of station. This causes irritations & poor customer service. |
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People-untrained,overworked,not multi skilled,skill set of people not matched with that required for a customer service rep. Premises-too big,too small,untidy,without proper signages,some are even without receptions and waiting area for cutomers.unmanned positions like gates,entarnces ,reception etc Processes-most companies have policies and processes that are most suited to finance and audit or any other department BUT the customer Prices-unfair prices or not correct explanation of prices to customer while delivery Marketing-over promise & under deliver
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The buyer is at a loss when he or she confronts from the seller about the ignorance of purchase rules. |
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giving wrong info to the customer such as giving promises which cannot be done, etc... |
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when i was in airtel i met several types of customers, but the single common thing regarding there problem was 'wrong commitment' done by our side... so never do any wrong commitment...
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In services sector .Once product has been sold then sales people are not help to this customer even customer had approached to them for help but they give mobile no to another dept. I thinks that marketing people are accountable for service till customer are with company . it's not only sales but maintaning repo with them .
In services sector .Charges are being hide by company and then customer start with company then he got charges from company
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