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Analysis And Interpretation

Today’s customers are increasingly intolerant of poor service, more willing to switch providers and have rising levels of expectation. Against this backdrop and in an increasingly competitive environment, meeting customer expectations is both more important than ever and more difficult to achieve. HPCL works with its customers to improve the processes and technology that support all points of customer interaction with the aim of meeting customer expectations. If you own or manage a relatively large business, you may have already put into place a customer satisfaction tracking mechanism.

If you have not yet done so, chances are that you have at least thought about such a survey. Regardless of whether you currently are monitoring your customers’ satisfaction, it is important to note that a customer satisfaction tracking program, by itself, will not give you a full picture of satisfaction in the marketplace. The often asked question is “how satisfied are the customers. ” Framing the question a little differently, it becomes “how satisfied are the customers relative to my competitors’ customers, and relative to the best companies in my industry?

” If you can answer this question, you know your company’s relative strengths and weaknesses at satisfying customers, and you are well-positioned

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to exploit your knowledge. Effective customer service is no accident. It is achieved by preparing employees to handle the challenges of the job and encouraging them to take advantage of opportunities as they arise. As the part of the preparation the employees of HPCL has undergone a training programme on customers delight.

Customer service being the important one, the company had decided to give training to its front line employees to improve its services. As the part of this the management of the company has organized the training programme for its employees. The target groups are different such as the security staff, receptionist, customer service representative and workers. The customers always come in touch with these frontline employees. So the company’s intention is very clear that the customers who call or walk in the company should be delighted with the service provided by the employees. .

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