09:02
Shivaram
Just yesterday, I and a couple of entrepreneurs from (http://www.startupleadershipprogram.com) wanted to have Coffee. The nearest one was
a “Road side Chai Shop”, that typically sells Coffee and Chai from a Thermos
Flask. We ordered two Teas and a Coffee . When the coffee was poured into a
plastic cup, I saw some black “floating objects” and said, what is this ? The shop keeper immediately took it back and
poured another one and then told me it is undissolved instant coffee powder. I
was quite impressed with his attitude to exchange what was after all coffee .
His Customer Centricity
did not end there and when we asked how much, he said 7 each , but I took out a
Rs. 20 note and was searching for a Rupee coin when he said, if we didn’t have
change, it is ok . That is even better customer service ! Making you feel loyal for his shop !
What can be the reason for good service ? Education, Experience, or just a good human being ?
Compare this with many other retailing stories that we have
either experienced or heard about. Just check out http://www.mouthshut.com or http://www.akosha.com where customers have complaints on National and International Brands who have spent
Crores of Rupees in marketing their wares to customers. Yet, when they have had
problems, they end up not getting satisfied and go to “Consumer forums” to get
what they believe is their due ! You are often left wondering why the companies
don’t seem to have trained their staff in handling the customers with more care
! Infact, it costs the companies, any where between Rs. 300 to Rs. 1000 in India, to just get
a customer to walkin to the store . No, we are not talking about the profit
after a customer makes a purchase ! Just walkin to the store to check out the
merchandise !
What can
you do next time ?
So, next time you see good service, take a few minutes to
inform the staff what was your experience ! He would be very happy that his
work got recognized ! Often it is said, Indians don’t really appreciate enough .
But if you had a bad experience, then “share a few good
instances with them with your Gandhigiri”. May be they will learn !
Remember to share it either way with us too :- Retailgurukul@gmail.com
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3 comments:
Any company can provide great customer service especially if it is equipped with credible customer service professionals.
Will certainly share it.
What a nice post, for sure even with a small budget an organization can deliver the best of service.
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