Page 30 - MARKETING & PUBLIC RELATIONS EBOOK IC88

 Monitiring shiould be seen as everybody business, not because someone higher up
says so, but because everybody genuinely and voluntarily owns the responsebility
for customer satisfaction.
 One of the jobs of a middle manager would be to lay down standards of
performance even in routine matters.
 There are companies which try to insulate themselves from the effects of mistakes.
 The quality of service depends on a person’s behaviour. Behaviour depends on a mix
of phsiological and psychological factors.
 The supervision has to be more on enabling the person who is the resource to excel
and not so much on controlling the work.
 The supervision has to be more o enabling the person who is the resource to excel
and not so much on controlliung the work.
 The factor to be used in building indices of satisfaction or quality, have to be
carefully have to be carefully chosen and checked for validity.

(l) Grievances
 A customer has grievances when he does not get what he thinks he is an entilted to
get.
 A symptom that quality is not perceived as satisfactory.
 A grievance is an oppurtunity to examine and rectify in the system or process.
 Those who complain may be 5% of these with grievances. The rest just decide that
the provider of the service is not worthy of further patronage.
 Those who tell their acquaintances about their grievances far outnumber those who
talk about their satisfactory experiences.
 Customers are not inclined to complain. They are not averse to helping with
information for correctio and improvement.
 Neither is a complaint nor its redressal, ever founded in writing. Ther are in actions.
 Recovery is impossible if the complaint is treated with impatience. Delays make
recovery difficult.
 Voluntary agencies exist to assist consumers in exercising their rights, providing
them with moral, legal, and financial support.

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