Service quality

Satisfactory Essays
EXECUTIVE SUMMARY

Customer service is the service provided to customers before, during and after purchasing and using goods and services. Good customer service provides an experience that meets customer expectations. It produces satisfied customers. Bad customer service can generate complaints. It can result in lost sales, because consumers might take their business to a competitor. Good customer service involves developing bonds with customers, hopefully leading to long term relationships. It creates advantages for both customers and the business alike. Customers benefit because the business is providing a service that meets their needs. The business benefits because satisfied customers are likely to be repeat customers. They will stay with the business. However, good customer service is not easily achieved. It takes time to establish. It requires investment to deliver consistent standards.

The aim of the project was to conduct a survey and analyse the stand of Ashok Leyland products in the local market of Jabalpur, Madhya Pradesh and its territories which include Katni,, Sagar, Damoh, Jabalpur etc. In the survey conducted, every potential customer including those who already owned the company’s product has been visited individually. The people were asked to fill a form prepared by us and answer a set of questions to get the maximum information from them. Further, based on the inputs, the data was compared with the various competitors of the company. Comparison includes various parameters which were helpful in deciding the strong and weak areas of the companies and also in the identification of the region where the position of the company is strong.

Customer service is the service provided in support of the company’s core products. Good customer service is the lifeblood of any organization. It generates barriers to competition, customer loyalty and makes the company’s activities more efficient.

OBJECTIVES OF THE STUDY

Primary Objectives:-

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