Hi folks,
I was just going through today's ascent ( TOI), when I read this small article.. Though just a small one but it left me thinking about this. It's so true that today in the service sector preferrably in hospitability, the scenario is quite changed. As its quoted by an air hostess itself in the article that now Customer should come second and its the employees whould should be treated on top..
Any views !!
dips
From India, Delhi
10I was just going through today's ascent ( TOI), when I read this small article.. Though just a small one but it left me thinking about this. It's so true that today in the service sector preferrably in hospitability, the scenario is quite changed. As its quoted by an air hostess itself in the article that now Customer should come second and its the employees whould should be treated on top..
Any views !!
dips
From India, Delhi
hello deepali,
I also read it in TOI.
My view is that
When we say "organisation" it includes from CEO to the last man. The organisation is not a one man show. It makes the people to assemble under one roof, plan its activities, make people to work and organise its entire activities such a way that its outcome/delivery is reach the customer/clients effectively.
So customer is FIRST and there is no SECOND before the organisation. Ofcourse, the employees need to get whatever they require to fulfil their agenda to serve their FIRST.
wishes
senthil raj
From Costa Rica, San José
I also read it in TOI.
My view is that
When we say "organisation" it includes from CEO to the last man. The organisation is not a one man show. It makes the people to assemble under one roof, plan its activities, make people to work and organise its entire activities such a way that its outcome/delivery is reach the customer/clients effectively.
So customer is FIRST and there is no SECOND before the organisation. Ofcourse, the employees need to get whatever they require to fulfil their agenda to serve their FIRST.
wishes
senthil raj
From Costa Rica, San José
Hi All,
Perhaps another way to phrase this issue is that there are internal customers and external clients.
The skills required to service both groups are the same and ultimately both impact the bottom line of customer service....loyalty and retention.
In both cases a service is provided in the customer supplier chain.
Cheers,
JEV
From Canada, Ottawa
Perhaps another way to phrase this issue is that there are internal customers and external clients.
The skills required to service both groups are the same and ultimately both impact the bottom line of customer service....loyalty and retention.
In both cases a service is provided in the customer supplier chain.
Cheers,
JEV
From Canada, Ottawa
Hi All
The article by the prof at IIM Lucknow gives another perspective to look at.
Internal Customers-it is true that internal customers come first and everything is being done possible to retain
External Customers-We are not able to control their behaviour and attitude, then what do we do? In the hospitality sector, an external customer is a frequent high flier but his behaviour is atrocious. What do we do? Shall we turn away a permanent client?
An internal customer is a very good performer but behaves badly with the customers, in the context after reading this article. Then what do we do?
How to achieve this balance?
regards
From India
The article by the prof at IIM Lucknow gives another perspective to look at.
Internal Customers-it is true that internal customers come first and everything is being done possible to retain
External Customers-We are not able to control their behaviour and attitude, then what do we do? In the hospitality sector, an external customer is a frequent high flier but his behaviour is atrocious. What do we do? Shall we turn away a permanent client?
An internal customer is a very good performer but behaves badly with the customers, in the context after reading this article. Then what do we do?
How to achieve this balance?
regards
From India
Is customer really the king???
Referring to yesterday's article and the comment made by Indian Airlines(air hostess , I believe)
We all know about the services of Indian Airlines and also the rest(Jet, Air Sahara and others)
About other hospitality services, we know how they fleece money out of people specially in times of emergency(hospitals with big sounding names)
And also we have heard about the FMCG Sector(colas to be more precise)
In how many sectors, can we say that customer is really the king???
Telecom-operators provide many attractive schemes(but there is always a catchline). Somewhere down the line, the customer is the loser.
Finance Companies-They will do anything on this earth to get their money back.
Banks- Attractive schemes-You end up paying more than the interest and the principal if you have taken loan from them. Indian Banks- We all know about the strike(SBI) and the difficulties faced by the customers.
And specially if it is a monopolistic market, then god help the customers.
It is true that these days the customer really has choices, but is he really the king???
regards
From India
Referring to yesterday's article and the comment made by Indian Airlines(air hostess , I believe)
We all know about the services of Indian Airlines and also the rest(Jet, Air Sahara and others)
About other hospitality services, we know how they fleece money out of people specially in times of emergency(hospitals with big sounding names)
And also we have heard about the FMCG Sector(colas to be more precise)
In how many sectors, can we say that customer is really the king???
Telecom-operators provide many attractive schemes(but there is always a catchline). Somewhere down the line, the customer is the loser.
Finance Companies-They will do anything on this earth to get their money back.
Banks- Attractive schemes-You end up paying more than the interest and the principal if you have taken loan from them. Indian Banks- We all know about the strike(SBI) and the difficulties faced by the customers.
And specially if it is a monopolistic market, then god help the customers.
It is true that these days the customer really has choices, but is he really the king???
regards
From India
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