Customer Satisfaction

What does customer satisfaction mean???

As far as I understand, its offering your services to the customer in the most satisfying way. Helping the customer in the most efficient and the swift way possible that his problem is solved.

Alas, this is being misunderstood by most of the companies that provide customer service. It simply reflects from their actions that customer satisfaction only means "speak in a polite manner irrespective of being useful or not, even to the most irritated customer". No matter how much he screams you reply saying "We are very sorry for the delay and you will definitely hear from us in the next 4 hours". Which is most of the times the only reply you get from their side.

We are shifting offices and want our landlines and the internet connection shifted to the new address. Its been three long weeks since we raised a request and its yet to be done. Every time we call we only get the 4 hours statement as a reply and the worst part of the whole process is that you don't get to reach the same person who is attending your case. Each time you get connected to a different person and have to repeat the whole story just to hear the same reply. Where is customer service here? The representatives are just trained to listen to whatever the customer has to say and reply politely but not trained to take necessary action to get the problem addressed in the effective manner.

Also, the long waits that you have to be online until you get to speak to the representative in spite of it being such a useless effort is such an agony.

Finally, we had to speak to the VP of customer service for just a shift request. After which, things are moving in the proper channel. How efficient are these guys? Do we have to reach tot he VP level to get such simple work to be done? This could have been solved by the first point of contact itself. Very soon VP's will become the first point of contact I guess.

These service providers have totally manipulated the meaning of customer service much to the dismay of the customers.

It irritates you the most when you receive a prompt payment request. They are very efficient with that. You get 4 copies of monthly statements for the same month. You get repeated phone calls to remind even before the dead line. You get repeated messages till the deadline for payment in spite of you making a payment well before a dead line just to ensure they get a timely payment. When they can take so much efforts for this then why not give a better customer service to the customers who are their main lifeline man. If no customers then who will you be servicing?

Will someone teach them to be effective and also the real meaning of customer satisfaction?????