Agreed Customer Requirements:

Invest Time for Understanding Customer’s Requirements

- Every business should meet the requirements of its customer.

Find out the Right Requirements First

- The success of such verbal communication on the both parties.

Checklist for Eliminating Communication Gap

- Checklist to the customer, which should be filled up, before, they discuss about the service to be provided.

Review the Contract/Requirements

- The customer should also get a contract review done, before the service request is given to the service provider.

Foresee and Provide for Amendments- Customer and service provider should

agree upon how to amend the service agreement.

Documented Policy- Each organization have a documented

policy for handling customers in a pleasant manner.

Code of Good Customer Handling Practices

- The past experiences gained in implementing services should be accumulated, so that the mistakes are not repeated again.

Customer Perceived Quality

Importance of Measuring Customer Satisfaction

- It is very essential to measure customer satisfaction so as to stay ahead of competition.

No Hard and Fast Rule for Identifying Measures

- There is no hard and fast rule, for evolving measures for determining customer satisfaction.

Identify Vital Few Measures- Selection of few vital measures is essential,

since any effort to measure customers satisfaction is going to cost time, effort and thereby money.

Arrive at Quantitative Indices- Organization should make efforts to

convert the evaluations into objective indices.

Some Measures for Customer Satisfaction

- The following provides some measures.Customer Perceived Quality- The quality of product or service as

perceived by the customer.Response Time- One of the most important parameters in

service industry.

Errors in Documentation- No one would tolerate such errors.Errors in Delivery- Error in delivery is another vital

parameter in determining customer satisfaction.

Delay in Execution- An organization may be tempted to delay

execution of a job, due to various reasons.

Delay in Delivery- Whatever is the reason for delay, should

be computed as a quality measure.

Measure Everyone’s Satisfaction- The entire chain of people involved in

delivery of the service to the ultimate customer should be taken into account while determining the customer satisfaction.

How to Overcome Difficulties in Measuring Customer Satisfaction?

- It requires innovative people, a determined management and additional efforts by the organization for this purpose.

Customer Feedback and Complaints ResolutionCustomer Feedback- Right customer feedback is the most

difficult to obtain.1. Feedback Forums- the customer

feedback form should be simplified to enable the customer to fill it up.

2. Confidentiality- it is taken orally, the confidentiality of the feedback should be assured so as to get a realistic feedback.

3. Display Results- The data collected could be converted into charts and displayed in the organization’s notice boards.

Complaint Resolution- The first task to be carried out in

resolving complaints is their entry into the database/register of complaints. This is essential for the ff. reasons:

1. To keep track of the complaints.2. To carry out root cause analysis and

take corrective action immediately so as to eliminate such problems in future.

3. To take preventive action.4. To find out the cost of poor quality

and other statistical purposes.

If a complainant is genuine, the ff. actions should be taken: Analyze Independently- The complaint

coordinator may designate a team or a person for studying the complaint thoroughly and independently.

Give Benefit of Doubt to Customers- Wherever the customer is right, the organization should definitely yield to the customer’s point.

Satisfying Annoying Customers- It may diplomatically handle the annoying customers and send them back as early as possible.

Complaint Recovery Process- This process is aimed at

satisfying customers, resolving problems and take preventive actions. The problems of the customer have to be recorded.