Customer Service?? Never heard of it June 24, 2007
Posted by Mustaque Ahmed in Regular Discussions.trackback
Have you ever received exceptional customer service from any organization in Bangladesh, be it large or small? I think it would be safe to assume that most of the responses would be a big ‘NO.’ Most companies in our country overpromise and underdeliver when it comes to responding to customers’ complaints. They think that once they’ve sold their product or service to a customer, that’s it….they’ve got a customer for life.NO!!! that’s not how the game is palyed anymore, especially in this era where consumers are bombarded with product & service options. Once they receive the cold shoulder when they need service or you do not respond to their complaints, they can easily take their business eslewhere.
Most responses are like this “Sorry…we don’t take it back once a product is sold.” Or, “We cannot guarantee anything (the lack of guarantee in this case is by Bandbox. They couldn’t guarantee that the clothes would be clean after washing. I’m sorry….I thought that’s what you were in the business for.)
Businesses need to think long and hard about its customers and their satisfaction. Selling a product just once will not guarantee repeat purchases. They have to reinforce it with really exceptional & quality customer service. That’s the only way to survive in the long run.
This is one area, service, where we really need to work on. This could be indeed a source of competitive advantage which cannot be so easily duplicated by competitors. I hope our corporates take this into account.