Customer Satisfaction

Times are bad and times are difficult, with emerging and competitive markets like China trying to get ahead in the BPO race. How can India help herself in these trying times?

• The crucial factor in deciding who is to win will be the customer service culture.
• Customer service staff will have to be genuine and passionate about helping people even after post-sales.
• Good customer experience is what brings people back to the product again and again.
• Bad customer experience becomes a nightmare for a company that is projecting a brand-friendly image.
• It is essential for BPOs to train their staff in handling customers well and solving the problems of customers, rather than merely projecting a friendly image.
• Feedback from most customers about the Indian customer service staff is that they have very little empathy and sometimes are most unwilling to even lodge the complaint.
• Even if the individual responding to the call is patient, there are people in the background who can be heard saying, “Tell her to go elsewhere if that is she wants!"
• Companies urge staff to safeguard not only the company's image but their own jobs.

Get real, is the message!

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