Bsnl Review of Literature
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 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.
CUSTOMER SERVICE PLAN
Maintaining an effective customer service program is one of the biggest challenges faced by managers in the current environment. Today, managers are faced with cutbacks in personnel, workforce reshaping, and lack of funds for adequate training. These constraints, although serious, must not be allowed to compromise customer service. Developing an effective customer service plan and instilling a commitment to it within the organization are key to the management process. Once developed and implemented, the plan helps to overcome other obstacles. Success breeds success, and in the service business there is no greater success than a satisfied customer. Therefore, managers should alwaysconsider the impact of how an effective customer service plan can help them to meet their goals.
Enlightened managers fully recognize the relationship between a sense of ownership and positive
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 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.
CUSTOMER SERVICE PLAN
Maintaining an effective customer service program is one of the biggest challenges faced by managers in the current environment. Today, managers are faced with cutbacks in personnel, workforce reshaping, and lack of funds for adequate training. These constraints, although serious, must not be allowed to compromise customer service. Developing an effective customer service plan and instilling a commitment to it within the organization are key to the management process. Once developed and implemented, the plan helps to overcome other obstacles. Success breeds success, and in the service business there is no greater success than a satisfied customer. Therefore, managers should alwaysconsider the impact of how an effective customer service plan can help them to meet their goals.
Enlightened managers fully recognize the relationship between a sense of ownership and positive