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if indian inc wants to go global..only acquisitions of products wont do,the service level should be kept on par with global co.s

To a major extent it lies in the hands of customers,when they are spending bucks for a product or service,he has the right to expect the minimum service if not as promised by the brand ambassadors in various medias.Companies in India now is basically concerned about numbers and numbers,thanks to the growing competition,but Customer service is taking a backseat.Even the customers are not taking the right action against those.Once the customer make the company realise this,the service will take frontseat automatically.

CSR should walk the talk and talk the walk. A lot of times it happens that the customer calls in with a request and the CSR promises them that it would be done in a day, but the work is still imcomplete a week after. Customer calls in again and still the work is not done as promised. The customer losses faith in the CSR and eventually losses faith/respect for the company. This happens a lot of times by the Tele companies in India. Always give the customer a ticket number for the complaint launched. (Kranti Potluri)

Zero customer respect. Let no employee think that customer is only a small part of the company. Educate the employee that the customer is the crucial part of the company and the company is in good shape if the customer is repected and he respects the company. Let no Customer Service Reps. (CSR) think that a single customer is not going to impact the company how ever big or small the company is. Respect the customer in actions and words. Repect doesn't mean calling them sir/madam. Some people are offended by Sir/ Ma'am. Address them by their First name and do not use their name more than three times in the call. Once at the start, once in between the conversation and once in the end. (Kranti Potluri)

Learn from the best airlines of the world

Use every say, hundredth call to do basic market research to find out there and then if the customer is happy with the service they are receiving. This will also provide useful immediate feedback for the C/S rep

Treat Customer as God and make realise that Its because of the customer customer service is required. Create a win win situation by adding customer and quality customer service

Mandatory free give away of product/service on validated customer complaints (Alwyn)

The question is a matter of culture.. and its hard to change.. but the commen company can change their working climate

Educate the importance of customer to the employees. Provide cutomer reps with case studies that prove that positive customer service improved the performance of their companies.

Teach Indians to question policies if they do not make sense or if they make life difficult for the customer.

make sure the call center area is properly air conditioned and they are using the latest technology

Play soothing music at call centers and provide a 5 minute break after each call is made

when you call a customer rep you get a direct person instead of constant menu options

Create a "we are here to help" atmosphere

Add an automated prompt that says "we will not tolerate phone abuse from customers"

Try to make a law that prevents phone abuse to customer service reps

Reward based system, better the customer experience the better the payment

Invest , Invest and Invest more in the training of people. Most of the talent is like raw diamond, it needs lot of polishing. We need specialised training institutes and we also need investment by companies to train their team. (Ajay Sanghani, http://www.itvidya.com )

Create a "poor customer service hotline" which you can call whenever you experience bad customer service and it keeps track and gives punishment points to the company. The company has to pay more tax if it has more points for bad customer service. Or, this hotline charges money from the companies who sign-up to this service in order to become better businesses. Similar to the Better Business Bureau bbbonline.com (Anand Chhatpar)