Hi,
Welcome to Customer Pages!!
Introduction: I have started this blog with the objective of sharing my opinion with my fellow Indians who deal with various companies in India in their day to day life.
I have been observing that though we are registering a stupendous growth in terms of rising GDP, rising inflows and usage of lifestyle products, there is lack of an organized and widely known system where people can post their opinion and feedback on the services provided by these companies. All this gains importance, especially when the country is growing at such a rapid rate. It is high time the companies should concentrate on the quality of their services rather than just concentrate on increasing market penetration and customer base.
There are many well respected companies which promise to provide excellent services to their customers, but fail to do so when it comes to actual implementation. This creates frustration to the customers. Many of these companies take the customers for a ride regarding the quality of their services, the cost of their services and the overall experience. Though it is not abnormal for a company to run into operation issues/issues with client services, what frustrates the customer is the approach in which they deal with them. This happens mostly because of the “Chalta hai” attitude of the concerned companies (though this is not the only reason). In fact, this “Chalta hai” attitude has even been talked about by the Prime Minister Sri Manmohan Singh, in his Independence Day address to the nation this year (2007). Such is the importance of this issue!!
My idea: I would like to see this blog site as a barometer for companies to measure the quality of their services and convert this to a full fledged commercial web site in the long run (depends on various parameters, which are to be identified later). The underlying idea is to provide a medium that has a far reaching impact on the quality of services provided by companies and the customers are provided services equivalent to what they are promised and what they pay for. This site aims to become a mediator between customers and companies. At the end of the day, both the customer and the company get to benefit through this mediation. For the customer, his/her issues are resolved fast and for the company, it would be a good reputation, customer retention and possible addition of customers.
I'm confident that one day the corporates will notice us and appreciate the content on our blog.
Implementation: The scenario I would foresee is... We, as customers have every right to ask the companies for the quality of services as per the agreement, that match the charges. In the course of operations, the service providers may be successful or not, in adhering to their assured standards. The customer will then call the call center of the company, where the caller is frustrated in going through the IVRS options and later, a call center executive answers the call, who may not know the answer to our questions all the time. The caller ends up answering the security questions and providing verifications itself. Finally, the executive notes a complaint which may not be accurate. It might be too long before the problem is resolved. By then, the customer would have searched for a new service provider. And the whole chain of complaints continues again. So.... I sincerely feel the need for a better feedback system, where atleast the customers can form a group and keep alerting others against such companies and ask them to beware of what they have to be particular about, before signing up the contract and what aspects should you make clear with the service provider.
Once a feedback is posted on this blog site, this might attract the respective service provider to take actions to resolve the issue at the earliest after which, the company posts it's comments back. This acts as a mechanism for the company not to lose it's reputation in the market.
Not only complaints, I hope to publish constructive criticism, appreciations and the good experiences the customers have had with the companies.
What do the companies gain? Companies gain a lot by participating proactively in this effort. In fact, I believe that we are helping the companies by providing them with a feedback!! :)
Your contribution: If you find that this is something worth taking up, you may also introduce this blog site within your circle, so that this keeps on growing.
Hope that you will find this site useful to vent out your feelings of anger, frustration, satisfaction and appreciation!!
Looking forward to an active participation from you!!
Regards,
Gopinath.
