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Bangalore Business Network [This Network is not currently active and cannot accept new posts] | | Topics
Most frequently complained against companies ... Very Useful Info, do read.Views: 85
Mar 26, 2007 8:18 am re: re: re: re: re: re: Most frequently complained against companies ... Very Useful Info, do read.
Gagan Chhabra Manoj, am not disputing that there will be service deficiencies... there are bound to be - the services sector is after all driven by people performance and susceptible to human error.

The question here is whether inefficient service delivery is the norm rather than the exception with the service provider - if the service delivery failures are habitual (and in some cases intentionally habitual as suggested by earlier posts) or taken very seriously in the organization.

The other point you need to note in my original post is: you PROMISE, you charge, you have to deliver.

Make no bones about it - in an era of commoditization, the customer demands perfection; and the thought in BD in the services sector today is narrowing the gap between the "promised" and the "delivered". If there are huge lacunae between your promise and the outcome, there is bound to be ill-feeling and long-term impact on brand reputation.

This is a very interesting topic and extremely relevant for me at the moment since I am attempting to author a whitepaper on the subject of narrowing the gap between promised and delivered. So, while work pressures mayn't allow me to continue to be an active participant, will watch this space with keen interest

Private Reply to Gagan Chhabra (new win)





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