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IIIT-A ranks 11th in the 2006 all india rankings of top T-Schools IIIT-A welcomes Class of 2008 Companies wish to register with us for Placements'2007 are adviced to approach us from August'2006 2nd year students back from summer interns Top-notch Indian and foreign MNC's recruit class of 2006. Notable amongst are: Intel,HCL Comnet MBT,Rolta India NEWGEN,WIPRO Consultacy L&T Infotech,ASIAN PAINTS SATYAM,SDG Software ICICI Prudential India Bulls MBA@IIIT-A achieves 100% Placements for class of 2006 and 2 foreign placements IIIT-A signs MOU with Buffalo University,USA Prof. S K Tripathi and Prof. Stephen Dunnett from Buffalo University interacts with MBA students Mr Sanjiv Bikchandani, CEO and Co-Founder of Naukari.com visited the campus Dr. T K Vishwanathan, Secretary Law Commission of India, New Delhi, visited Campus Mr. K Vaitheeswaran COO FabMall visited Campus Feedback:: While surfing came across your extremely organised B school site. Keep up the good work --Amit Kumar School Of Mangement, Asian Institute of Technology, Thailand

IIITA's e-Magazine
Oct-Dec 2007 Vol 4 Issue 15



Xpression



THE LAW OF CUSTOMER SERVICE by Renu Singh MBA-IT, 3rd Sem, IIIT-Allahabad
Yes, there are laws that govern and affect customer service and those laws are just as immutable and constant as the laws of gravity or aerodynamics lift.
The laws of gravity and lift are working all the time…. For or against people.
One may not know those laws; one may not understand them but they affect one none the less
Ignorance of the laws of gravity and lift doesn’t exempt from their consequences.
And that’s the way it is with the laws of Customer service. Customer service laws are always at work and one will certainly experience the consequences of the laws. Let’s look at these laws of customer service and then decide to make the laws work for customers rather than suffer the consequences when they work against organization.

This is best explained by stating the following: how people perceive an organization determines, how customers tend to react to organization.
It’s simple. One can put out bad vibes, scowls & glaring hostility and one will be perceived as an unfriendly person and can be avoided if at all possible. And all this happens within 20-30 seconds. Consequences? Scarcity of sales and loss of repeat/ loyal customers.

OR, “What you plant is what you get”. Most of the people realize that if one plant corn, one get corn. If one plant beans, one get beans. And, if one plants weeds, one get weeds. Its that way with customers service…….plant friendly, courteous and prompt service, and one will get a harvest of respect loyalty and prosperity.

The law of HARVEST also involves ABUNDANCE. One seed can produce 3 or 4 ear of corn with many kernels on each year. That’s abundance. The same holds true for customer service.
This is a very technical law requiring a pretty sophisticated explanation. However, in layman’s term it simply means, “Anything left to itself, goes waste.” A house is a good example. Never paint it, roof it or caulk it and in the few years it will be in shambles.
Customer service is like that too. Do nothing positive about it at the work place of business, and it won’t get better, but will instead become a problem through lack of attention. One has to make positive efforts to keep all the things in place.