Organizations fail to see him standing in a long queue, or waiting for the shipping documents while container is reaching his port, or hassled with the complex invoices with legal terms and conditions, or may be talking to an executive understanding the warranty clause... moreover failing to see that he is planning to avoid you as a supplier next time.
Great products becomes great only with good services... and this is over-discussed topic in many board-room/review meetings while popping roasted cashew nuts. So the result is SAP or ERP or CRM implementation of some kind which has helped some part of the supply chain but largely made service rep confused and confined to his 20 points flowery English answer sheet for a service failure.
So while a customer is left with a bad experience, the services office continues to prepare the daily log report stating the time spent justified on the issue based on the order size, the customer segment etc. The problem redressed well within time- Sir, you can check the feedback form as well !!!
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