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.
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