Bsnl Review of Literature

1570 Words Jun 21st, 2013 7 Pages
REVIEW OF LITERATURE
CUSTOMER SATISFACTION
Customer Satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced Scorecard.In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.There is a substantial body of empirical literature that establishes the benefits of customer satisfaction for firms.
MEASURING CUSTOMER SATISFACTION:
Customer Satisfaction, a business term, is a measure of how products and services supplied by a company
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So a strategy to overcome this obstacle might include looking within our own organizations for answers. There are individuals within most organizations who have a depth of institutional knowledge as well as organizational expertise. These individuals will no doubt be very familiar with the organization's goals and objectives and will be instrumental in developing the customer service plan. As these experienced individuals train and mentor less experienced members, many of theorganizational training objectives are accomplished in-house. As with other objectives, the results of measuring and evaluating the training plan provide a basis to recognize and reward motivation and promote success.
Implemented correctly, an effective customer service plan leads to a more effective and efficient workforce. Invaluable knowledge and skills are gained by search--problem solving is a natural result. Likewise, we gain a greater understanding of what we do and how it impacts others. Inherent in the process, we learn what others need from us and how we can support them in their efforts to improve customer service.
The ultimate reward for management is customer satisfaction provided by a skilled and committed workforce able to solve problems and understand the importance of effective customer service.
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