Customer satisfaction measurement as an issue always comes when I am talking to executives and MBA students worldwide.

Customer care measurement as a problem always crops up after i am talking to MBA students and other executives worldwide. The issue especially revolves around customer care surveys. Over these decades, when talking to managers about market research the issue of pleasure measurement, customer satisfaction survey along with employee satisfaction survey are on the list of top five issues. On the other hand, I always ask the question as to is that what we should measure? Is satisfaction a real reliable indicator of (a) upcoming customer purchase intentions along with (b) loyalty among other items?

Last week I was talking to a senior executive from Credit Cards Company about one on the research study we have just conducted centering on role of satisfaction throughout financial services industry. To gather more info about customer satisfaction, you can also read this blog (which is also known as lse denne blog in indonesian language).

Instead of revealing the outcome to the executive I asked him with what was his view for the role of satisfaction associated with existing customers on generating positive word of mouth marketing which in turn may convert in higher quantity of credit card applications online along with offline. The executive suggested that satisfied customers can be highly inclined to advocate others.

In relation to Customer Service Management, one of the first things you should know of is the standard group structure of buyer services department. Because before thinking of "how to manage", you should know "what to manage".

As I've already created in previous article which was kind of an introduction to customer care, I'm better in in the Telecom sphere because associated with my past work expertise. So, let's go straight to the issue. What is the standard group structure in customer care department in Telecom ball? Here are the primary groups that should join any organization:

1) One on one Appeal Groups: These groups include the teams which are typically addressed by customers. It may be divided into:

a) Entry Desk / Front Place of work / Reception

b) Contact Center

c) Helpdesk on Company's Official Web site / Internet Hot Speak Line / Online Referrals Admin

These three groupings are (in warfare terms) the particular forefront. Employees who receive the first artillery attack associated with frustrated, complaining and irritated customers. These guys include the most worn-out, tired and stressed members from the whole department. They are also by far the most inclined members to leave the company (or get promoted) in two years. For more help, you can browse http://www.fidelum.com/.

2) Return Groupings: These are the members who come back to customers after a certain investigation of their complaints. It can possibly be divided into:

a) Buyer Complaints Handling Group

b) Buyer Requests Handling Group