2. Find out the Right Requirements First
- The success of such verbal communication
on the both parties.
Checklist for Eliminating
Communication Gap
- Checklist to the customer, which should be
filled up, before, they discuss about the
service to be provided.
Review the Contract/Requirements
- The customer should also get a contract
review done, before the service request is
given to the service provider.
3. Foresee and Provide for Amendments
- Customer and service provider should
agree upon how to amend the service
agreement.
Documented Policy
- Each organization have a documented
policy for handling customers in a pleasant
manner.
Code of Good Customer Handling
Practices
- The past experiences gained in
implementing services should be
accumulated, so that the mistakes are not
5. Importance of Measuring Customer
Satisfaction
- It is very essential to measure customer
satisfaction so as to stay ahead of
competition.
No Hard and Fast Rule for Identifying
Measures
- There is no hard and fast rule, for evolving
measures for determining customer
satisfaction.
Identify Vital Few Measures
- Selection of few vital measures is essential,
since any effort to measure customers
6. Arrive at Quantitative Indices
- Organization should make efforts to convert
the evaluations into objective indices.
Some Measures for Customer
Satisfaction
- The following provides some measures.
Customer Perceived Quality
- The quality of product or service as
perceived by the customer.
Response Time
- One of the most important parameters in
service industry.
7. Errors in Documentation
- No one would tolerate such errors.
Errors in Delivery
- Error in delivery is another vital parameter
in determining customer satisfaction.
Delay in Execution
- An organization may be tempted to delay
execution of a job, due to various reasons.
Delay in Delivery
- Whatever is the reason for delay, should be
computed as a quality measure.
8. Measure Everyone’s Satisfaction
- The entire chain of people involved in
delivery of the service to the ultimate
customer should be taken into account
while determining the customer satisfaction.
How to Overcome Difficulties in
Measuring Customer Satisfaction?
- It requires innovative people, a determined
management and additional efforts by the
organization for this purpose.
9. Customer Feedback and
Complaints Resolution
Customer Feedback
- Right customer feedback is the most
difficult to obtain.
1. Feedback Forums- the customer feedback
form should be simplified to enable the
customer to fill it up.
2. Confidentiality- it is taken orally, the
confidentiality of the feedback should be
assured so as to get a realistic feedback.
3. Display Results- The data collected could
be converted into charts and displayed in
the organization’s notice boards.
10. Complaint Resolution
- The first task to be carried out in resolving
complaints is their entry into the
database/register of complaints. This is
essential for the ff. reasons:
1. To keep track of the complaints.
2. To carry out root cause analysis and take
corrective action immediately so as to
eliminate such problems in future.
3. To take preventive action.
4. To find out the cost of poor quality and
other statistical purposes.
11. If a complainant is genuine, the ff.
actions should be taken:
Analyze Independently- The complaint
coordinator may designate a team or a
person for studying the complaint
thoroughly and independently.
Give Benefit of Doubt to Customers-
Wherever the customer is right, the
organization should definitely yield to the
customer’s point.
Satisfying Annoying Customers- It may
diplomatically handle the annoying
customers and send them back as early as
possible.
12. Complaint Recovery Process
- This process is aimed at satisfying
customers, resolving problems and
take preventive actions. The problems
of the customer have to be recorded.
