The competition was about the best doable suggestions regarding Exceeding Customer Expectations. The inputs kept flowing in one after the other till the deadline on 31st August 2013. After a close scrutiny & a discussion on everyone’s suggestions (the best of everyone’s suggestions were read out and appreciated), the results were announced during tea time. Our CEO Dr. Thiru gave away the prizes.
The Contest Details
Some of the Incredible Inputs :
Implement TQM (we will be the first organization to implement TQM in HRO division among other MNCs or among our competitors) – Anitha R.
Gaps between achieved output and desired output – Anitha R.
Take time out to truly find out what customers want – Udayasri
Hone basic acting skills to maintain cheery persona even with difficult customers – Udayasri
Look & listen for subtle clues about customers’ current mood, patience level, and personality etc. to keep customer interactions positive – Udayasri
Reduce the customer’s work – Bala
While setting expectations, under promise so that we deliver well before they expect – Bala
Be accountable. If you make a mistake, admit it, apologize and make up for it – Sathish Kumar
Be generous. Reward the client with unexpected benefits. – Sathish Kumar
Customer satisfaction should be treated as the Organization Goal – Murugesh
In this fast changing market, we should be able to refresh the customer’s wants – Murugesh
We must constantly update or customize the product and service to adapt to the local markets of different regions – Murugesh
We should proactively ask questions and get clarifications – PVR
We should use online/digital communication technologies such as skype to source suitable candidates while maintaining effective communication standards – Cherian
We have to provide real solutions quickly and also have a clear understanding of the customer’s requirements – Supriya
Acknowledgements/ responses have to be mandatorily be done on a timely basis – Supriya
Use positive communication techniques – Anitha C.
Give each customer individual attention; it’s a great way to make them feel special & valued – Anitha C.
Speed is everything, especially when a customer is requesting something that’s time – sensitive – Mujeeb
Have a clear understanding with the customer about what your role is & isn’t. Both the vendor & the customer should know when the project gets over and how success will be measured – Mujeeb
The more work one does on the customer’s behalf, the more valuable & indispensable you become – Mujeeb
The more problems we solve for the customers, the better – Mujeeb
We have to learn to be open to new & fresh approaches: if we snap to a solution assuming their situation is “just like” others you have come across, it’s turns them off – Mujeeb
Take an extra step (customers notice when an extra effort is being made and will tell it to others) – Mujeeb
Get regular feedback from the customer; to do this, one needs to actually set reminders – Sumathi
Closures and appreciations to be put up on the AscendersTech BLOG for the customer to view – Bersin
Communicate, communicate, communicate – Bersin
We have to be easily accessible (24×7) & sincerely maintain promised TATs – Swathy
We need to make our customer experience through every touch point within our organization a pleasant one all the times – Dhanasekar
Mujeeb – First Prize
Murugesh – Second Prize