Having been a student of management, and spent 5 years working, I think I am in a position to say a few things about the subject.
In terms of the response elicited by the customer in reaction to the company’s services or product, there has been an evolution in what companies aim for as follows:-
rendering of services/products > customer satisfaction > customer delight (thats where it stands right now)
In keeping with the globalization of markets, and intense competition, recessionary pressures, and the commitment by organizations to use their managerial prowess for the good of the community and society, the logical next level to vie for is customer orgasm. As responsible producers, settle for nothing less than AHHHHHHHHHHHHHHhhhhh………hhhh, from the customer.
Similarly, customer service have also climbed through different levels as follows:-
no service> customer service> customer care
for the reasons cited about, we need to be constantly pushing the limits in this area as well because we, yeah you got it, cherish our customers. So obviously, we need to start providing customer love. I can envision a conversation which goes like:-
Sir, mai Airtel se call kar rahi hun. kya mai aapka thoda wakt le sakti hun?
ji zaroor
Sir, apna naam batayenge?
Pankaj
Pankaj ji, i love you
Pankaj ji, aapka pichle mahine ka bill pending hai. kab tak pay kar sakte hain?
aap ghar executive bhej sakti hun bill collect karne ke liye?
aapke liye to mai kuch bhi kar sakti hun
To sign off, an invaluable lesson I’ve learnt over the past few years. Management is not about solving problems. Its about rephrasing problems so that they’re not problems anymore.
More when i can think of more.
4 comments:
lol, fun read totally. u say u r in the business of rephrasing problems so that they're not problems anymore. We, on the contrary are in the business of telling the truth in a way so that it does not remain truth anymore
lol. all disciplines have their excesses, but nothing beats management in sheer hot air.
Taking it from "aapke liye main kuch bhi kar sakti/sakta hu"...it wud be so much relief if my grocery stock gets exhausted...n i cud tell da Vodafone/airtel guy 2 get me sum chips, soft drinks, hair conditioner, etc., on his way 2 my place, wen he comes 2 collect da bill. dis wud actually qaulify the phrase "customer care"
Well Thought Out Panky!
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