Customer Satisfaction

Imagine contacting a telecommunication company call center for a problem that you have been facing for over a week and this has not been rectified as yet, would this be ensuring customer satisfaction? I think not!
What makes good customer experience or a bad one is not only how great your product is but also how great your service is. Even if a company has the best of products and the best marketing strategies, it stills needs to be backed up by world class customer service. If the customer service is of mediocre level, it dampens a company’s image which is hard to regain in this competitive world.
Customer satisfaction has become the focus point of all companies as one wrong move hampers the bottom line of every company. Customers are the biggest promoters of a company as they through word of mouth give more business or reduce business. It is said that it is three times more expensive to gain one new customer than to retain an old satisfied customer. If a customer is satisfied then they are bound to continue using products of a company and this can be achieved only through excellent customer service. It is of no wonder that, today, companies have huge budgets in training their employees to ensure customer satisfaction. The service sector, especially, needs more importance for customer service as they are in direct contact with a customer. A customer is said to be ‘sovereign’ and therefore should be treated like a king.