Customer Service

How many times did you go to a service establishment and came back feeling frustrated with the service that you just received ? I use the word frustrated because that is exactly how one feels when you do not get what you expect. The least that one would expect is to be acknowledged and greeted politely. Unfortunately, not many establishments are service focused. Even the best of the organizations – including those who train their personnel in Customer Service – fail to ensure that it is kept as an ongoing exercise and that staff are never allowed to lose their focus on the customer. Many believe that training in Customer Service is only required for the newcomers in the organization, which is where the problem lies.

Of course, there are many who realize that the best way to retain customers is to satisfy them. But yet, despite that, they fail to retain the customer. Why is that ? Because merely having satisfied customers does not mean that you have their loyalty. It is now becoming more and more important to go beyond just satisfaction.

Check out the presentation below to know why it is important for organisations to create delighted customers, and not merely satisfied customers. Also find out how we can help you to improve your services.

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50 Comments

  1. Rajiv

    @Redzuan… Hi. First of all, it is not Dr. Regretfully I do not hold any such title 🙂

    Please register using the link on the top right-hand side of the page, and log in. Thereafter you will be able to download the pdf version. Thanks !

    • Rajiv

      @arindam001 – Thanks a lot for appreciating my work. I see that you have already registered on the site. Once you log in, the presentation will be available for download in pdf format, right below the presentation screen itself, or you can download it from the Downloads section. In case you have any problems with the download, please let me know and I will mail it to you. Regards.

    • Rajiv

      @avadut – Thanks a lot for appreciating my work. I see that you have already registered on the site. Once you log in, the presentation will be available for download in pdf format, right below the presentation screen itself, or you can download it from the Downloads section. In case you have any problems with the download, please let me know and I will mail it to you. Regards.

  2. Ali Arshad

    Dear Rajiv, Hello,
    Would highly appreciate if you could email me your presentation titled ” Customer Service: Going Beyond Expectations”
    Thanking you in Anticipation
    Sincerest Regards
    Ali Arshad

  3. Dear Rajiv,

    Your presentation is really great & inspiring.

    Good concept presented of being PRO-active rather than RE-active.

    In practice we are seriously not able to implement the 10 Commandments at all times though we know by heart.

    Just a point to add, with the technology enhancements in the recent times, apps, sms , online updates do add more value to service.

    Thanks for your ppt.

    Regards,
    Nilesh Vartak

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