My best learning on Customer Services and Experiences

My best learning on Customer Services and Experiences

I learnt my best customer complaint resolution experience at Tea stall.  While sipping the tea along with my friends, we  heard a person complaining to tea shop owner 'bhaiyya aaj aapki chai acchi  nahi bani hai’. We all were amused as it is the same in taste which we were having for so many years. Then why this person is complaining. To our utter surprise the shop owner acknowledged the problem and said yes there seems to be some problem and he will rectify it. Once the complaining customer left the stall we asked the tea shop owner “bhaiyya kya problem thee” and he smiled that there was no problem and the tea is same as it had been for many years. Then we enquired why did he agreed to complaint, to which he replied if we need to get the answer then we need to be there tomorrow same time when the complaining customer come again at shop to have his tea.

We all were eager to know about it and were keen to find the answer. Next day, thanks to our curiosity we reached at shop again and waited for the complaining customer to come. The customer came ordered his tea and started sipping that. Then The tea owner asked 'bhaiyya aaj to chai theek hai naa’. and the customer nodded in affirmation and said “haan aaj majedar hai”. We also ordered the tea and again experienced the same taste and quality which we had last night. The customer seemed quite satisfied from tea and left the store.

We again asked the  chai wala 'bhaiyya what is the difference between yesterday’s and today’s tea, as we could not find any difference. The tea vendor said that their is no difference. He said, he did not changed anything. We again asked him then how did the customer felt difference. To which he answered that this is the same tea he has been drinking for years . I could make out that yesterday he was not happy with something and hence could not enjoy the tea.  If i would have resisted to the complaint, customer could have more angry and then probably I would have lost the customer.

This taught me some very important lessons for handling the customer:

• Always hear the customer patiently
• Greet & Reply him with a smile
• Be Courteous always

Most of us before listening to customers we start making them understand about the problem, sometimes it is better to listen them patiently and then make them feel as you are always there to help them. Once we make him feel comfortable, he can really contribute a lot to our business via word of mouth communication. Hence while dealing with customers, we must also remember followings:

• Try to resolve the customer ASAP, immediately would be best.
• .One must be courteous, admit the problem and try to be helpful, all of above must have knowledge about product/services while guiding the customer
• Offer Quality Service 24X7
• You can always offer the customer for Free product training and support
• Exceed Customer Satisfaction through proactive support

If one can follow the above said rules, the customer experience will surely be great!

Market Segmentation

We all know Consumers are complex and to sell them, it is important to understand them well. Consumers buying behavior depends on various factors like their priorities, needs, interests and it is very difficult to understand them in a complete group.  Hence to target & cover the consumers effectively , the consumers/markets are divided into various subsets on the basis of common interests, needs, geography etc. This division helps companies to design and implement the strategies effectively and efficiently.

The process of dividing and defining large market or all consumers in the  subgroups or subsets is known as the Market Segmentation. In the process of segmentation, the consumers are divided into identifiable groups having common characteristics. The market or customers can be divided on the basis of following:

• Demographical features
• Geographical features
• Psychological features &
• Behavioral features

The groups identified under marketing segmentation should have following features:

• The group must be measurable and effectively sized
• Group must be clearly identifiable and segmentised
• It can be targeted with the promotional efforts
• It fits to the marketing mix
• It must be easily definable 

The subsets defined in the market segmentation process helps in defining the right marketing mix for the company. It helps in identifying the prospect opportunities to the companies & developing the correct promotional programs and making adjustments in the various selling strategies and tactics.

The market segmentation also helps in developing the product or solution for a particular subset. It helps in servicing the group better and correct selection of media and execution of media efforts. It helps companies in drafting distribution strategies, fixing the prices and thus better servicing to the consumers,

The customer segmentation has to be done very carefully. It not only assist in productive sales territory management but also in customer retention and thus increasing the customer life value.  

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