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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