"Everyone has the power of greatness. Not for fame but greatness. Because greatness is determined by service." – Dr. Martin Luther King
I posted a blog a few days ago on my personal experience with customer service from two different news papers. This set me thinking about why this matter was so important to me and I realized that it was due to my having come through the experience of managing customer service during my active management days.
All of us have experience of good customer service and bad customer service, as we are all of us, customers for all kinds of goods and services and shop frequently in shops, malls, online, supermarkets etc, as well as visit salons, restaurants hotels etc and use the services of cable tv provider, phone connection provider, electricity connection provider etc.
In quite a few of these situations, we are helpless as we have to deal with monopoly government institutions and the less said the better about those. Unfortunately however, one keeps coming across poor customer service in private sector situations too, like in some banks, credit card providers shops etc.
Having seen both sides of the fence for a long long time, I believe that this is a topic worth blogging about and invite discussions.
What does a customer want from a vendor of goods or services? He looks for the right quality, the right quantity, at the right price, at the right time and at the right place. To a large extent, these will be the areas that will influence a customer from being loyal to a vendor or otherwise.
We shall look at each of the items separately in a series of future posts.