Customer satisfaction is a measure of how products and services supplied by a company meet or surpass customer expectations. If you run a business or working for an organization, have you ever thought of recovering a bad service?
Well, Marketing is not only about getting those numbers on the chart, customer support has always been on the cards with great organizations.
A Story of Customer Satisfaction
My professor, a very high flying individual, once came back to India for his vacations. He chose the Taj Group’s Hotels to stay during his vacation. At some point in the vacation, the breakfast that was being served was not up to the expectations of my professor, as it was overcooked. As his stay in the particular hotel came to a close, my professor was handed over a feedback form to fill. Considering it routine, he filled in his details and made a suggestion with regards to the grievance suffered by him.
Consequent to the vacation, he went back to the UK and started living his daily life. One day, he receives a call. Not knowing who it was, the professor reluctantly picked up the call, and to his surprise, on the other side, was none other than the GM of the London property of the Taj Group.
After exchanging pleasantries, he realized that the feedback form he had filled had found its way across the continents, and landed on the desk of the London head. The GM asked whether he could expect my professor’s company for breakfast at the Taj, London on a particular date and time. Once the appointment was set, on the stipulated date, a luxury car was found waiting for my professor outside his home in London. What later followed, was a good chat and a hearty, complimentary lunch for him.
It is observed that customers who experience an honest service recovery are more likely to become loyal than those who just receive fantastic service in one go.
It doesn’t cost much if you genuinely care for your customers. “Customer satisfaction” has always been the buzzword for companies. But how many actually make it a point to provide the customer a delightful “Experience”. Customers aren’t fools. They will not come back if they are not given the best. From a local business to a MNC, implementation is the key. Making sure that the mechanisms of Customer satisfaction are in place, is the prime responsibility. Following up and making sure that the customer’s grievance has been attended to, is the icing on the cake.
Take your customers seriously, as they are the reason of your company’s balance sheet and, for individuals, your salary. Models of C-Sat can only take you so far. The fire & happiness to serve should be from within.
What’s your take on ‘Service Recovery‘?, make your case in the comments section.