Friday, September 19, 2014

On to the next orbit in Customer service

On many occasions I have used this blog to vent out my frustration on the poor quality of service which we get.  It is a very sensitive issue and if I touch this issuer in a class it would ensure that for next 10-15 minutes everyone is sharing his/her service horror stories.

I would try to justify telling them that marketing is new in India, categories are unsaturated and so on... And sort of conclude that things will improve as time goes by,

And yes in the last few years the customer service levels have improved, but this improvement has not come from the traditional older firms, but it is the ecom firms which are setting up the new benchmark.  

The best experience is from firms like Amazon which has a stated aim of becoming the world's most consumer friendly company.  And for the first time other firms in India want to follow the international standards, so our own flipkart and myntra also provide the same exceptional customer support services.

I think historically companies have competed to reach the bottom rung in delivering customer service, and this would apply to both domestic as well as multinational firms. With the MNCs I guess when they start-off they do set high standards and then over time decide to compromise or match the lowest denominator in the industry. 

But with the consumer getting a chance to experience best-in-the-class service he/she will demand the same from the traditional older firms and they will have to respond if they have to compete and survive



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