The World Consumer Rights Day is celebrated on 15 March to promote, protect and respect the basic rights of consumers. Research shows that 95% of dissatisfied customers don’t complain and silently drift to competitors because they believe companies will not help or they think complaining is too much of a hassle.
While buying vegetables, if the balance shows incorrect weight, customer may walk off. But the same customer while buying gold if suspects incorrect weight reading by few milligrams in digital balance, questions accuracy of the balance. Only when the value of product increases the customer is worried about accuracy of weighing scale.
Companies says customer is the king, but delighting customer requires reorientation both at corporate and individual levels as it is the individuals who deliver and should be trained to live and breathe customer delight. Remember “Customer Service is to Sales as ink is to pen.”
T S Karthik