Exceptional customer service results in greater customer retention, which in turn results in higher profitability. Customer loyalty is a major contributor to sustainable profit growth. To achieve success, you must make superior service second nature of your organization. A seamless integration of all components in the service-profit chain – employee satisfaction, value creation, customer satisfaction, customer loyalty, and profit and growth – links all the critical dynamics of top customer service.
Sadly, mature companies often forget or forsake the thing that made them successful in the first place: a customer-centric business model. They lose focus on the customer and start focusing on the bottom line and quarterly results. HPCL has given training to its employees with vision of improving their customer service standards and there by delighting the customers. The target group was the front line employees such as security staff, receptionists and service representatives. The survey mainly point out the fact that the training was not enough to transform a satisfied customer to a delighted customer.
Majority of the customers remarked the service of the company in various fields as either very good or good which are expected from the company. Some more effort is to be taken in the form of trainings, seminars and other methods to improve the standard of customer service.
1. Organizational Behavior –Robins 2. Evaluation Methodology For Training – O. P. Bhatnagar 3. Human Capital –Vol. 9 No. 7 December 2005 4. HRM Review –February 2006 5. Training And Management –volume 2 issue 5 September 2006 6. www. hindustanpetroleum. com 7. http://ezinearticles. com/
Delivering a high-quality product at a reasonable price is not enough anymore.
That’s why we have developed 5 beneficial guarantees that will make your experience with our service enjoyable, easy, and safe.
You have to be 100% sure of the quality of your product to give a money-back guarantee. This describes us perfectly. Make sure that this guarantee is totally transparent.Read more
Each paper is composed from scratch, according to your instructions. It is then checked by our plagiarism-detection software. There is no gap where plagiarism could squeeze in.Read more
Thanks to our free revisions, there is no way for you to be unsatisfied. We will work on your paper until you are completely happy with the result.Read more
Your email is safe, as we store it according to international data protection rules. Your bank details are secure, as we use only reliable payment systems.Read more
By sending us your money, you buy the service we provide. Check out our terms and conditions if you prefer business talks to be laid out in official language.Read more