Customer Service
Every marketing guru talks about sales and not to forget after sales. They say after sales service is now been a part of value chain analysis and is being adopted by many companies. But I sill have some confusions why are they so afraid about the word of after sales. All they care about sales. And more over they don't have quality management sort of thing in their whole system.
I bought a Motorola phone as influenced by its brand identity in the market. After two or three months the keypad started showing some problem so I decided to go to customer service center. First it was very difficult to locate one and when I did I was pretty amazed after realizing they outsource their service. I mean a very important part of their chain is handed over to some freak guys who don't have anything to represent so big brand. And guess what the part was out of stock and had to be requisite from Chennai. To add more to my pity situation, the consignment got stuck up for another 7 months and when the warranty was about to over then they changed my keypad and that too after several appeals to the head office. I mean what was that. As if I made the biggest mistake to rely on Motorola.
This was not it. I experienced worst service with Maruti service, HP service, Nokia after sales, and not forget telecoms operators. And not one but all of them. I guess it is very important to suggest their corporate leaders to attend classes of MBA again. I mean for a small cost cutting exercise they outsource the whole step of after sales service. According to some great guy the old customer is the biggest earning point for their sales turnover. The retention method still is missing under their management to do lists.
I feel, since I have worked in hotels. They have pretty good customer service program. If to scale them, they score highest.
I bought a Motorola phone as influenced by its brand identity in the market. After two or three months the keypad started showing some problem so I decided to go to customer service center. First it was very difficult to locate one and when I did I was pretty amazed after realizing they outsource their service. I mean a very important part of their chain is handed over to some freak guys who don't have anything to represent so big brand. And guess what the part was out of stock and had to be requisite from Chennai. To add more to my pity situation, the consignment got stuck up for another 7 months and when the warranty was about to over then they changed my keypad and that too after several appeals to the head office. I mean what was that. As if I made the biggest mistake to rely on Motorola.
This was not it. I experienced worst service with Maruti service, HP service, Nokia after sales, and not forget telecoms operators. And not one but all of them. I guess it is very important to suggest their corporate leaders to attend classes of MBA again. I mean for a small cost cutting exercise they outsource the whole step of after sales service. According to some great guy the old customer is the biggest earning point for their sales turnover. The retention method still is missing under their management to do lists.
I feel, since I have worked in hotels. They have pretty good customer service program. If to scale them, they score highest.
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