PEDIGREE – Good Customer Service
A Pleasant Experience
of Prompt Grievance Redressal and Efficient
Customer Care
By
VIKRAM KARVE
We complain
whenever we suffer indifferent customer service or our grievances are not
redressed in a prompt manner.
However, on
the few occasions when we do get good customer service we take it for granted.
That is why I
am writing to tell you about the excellent customer service by Mars International
India Pvt Ltd – the manufacturers of Pedigree Dog Food.
A few months
ago I attended a Dog Show in Pune. I visited the Pedigree Stall. A Pet
Nutritionist advised me on the diet for my pet dog Sherry and enrolled her in
the Pedigree Nutrition Club. (You can see Sherry in the picture with me in the top right hand corner)
A few days ago
I received an envelope containing pamphlets regarding pet dog care and some
discount coupons for Pedigree Dog Food.
However
various shops which stocked Pedigree refused to honour these discount coupons
saying that they were not aware of this scheme. I, therefore, visited Reliance
Mart Aundh, one of the largest departmental stores in Pune, and to my surprise
even Reliance Mart refused to redeem the Pedigree Discount Coupons.
I returned
home and sent an email to the Head Marketing (Pet Care) and Head Business
Development of Mars informing them that Pedigree Discount Coupons were not
being honoured in Pune.
Within an hour
of sending my email I received a call from Customer Care of Pedigree Hyderabad asking
for details.
I was pleasantly
surprised when just a few minutes later I received a call from the Pedigree
Distributor in Pune who requested a convenient time to personally visit me at
my residence. In the evening, he sent a representative who redeemed my coupons
in cash. He also gave me details of a nearby pet store which would accept
Pedigree discount coupons in future.
I must say I
am impressed by the prompt and efficient customer service provided by Mars
India. I had sent my email precisely at 12:56 in the afternoon, received
acknowledgement and responses within one hour, and the entire issue was
resolved by evening. I felt a sense of satisfaction that my “grievance” was
resolved so promptly within one day which is quite exceptional in the present-day
Customer Care Scenario in most organisations which I have dealt with.
An Efficient
Customer Service Management System or Grievance Redressal Mechanism comprises five
aspects:
1. It must be easy for you to lodge the
complaint. This can be either on phone or SMS or by email or on the
website. (In today’s world of the internet, online grievance management
mechanism is a must and the days of writing letters, submitting written
applications and using snail-mail are a thing of the past)
2. Your grievance must be acknowledged in a
prompt manner. This is best done by a prompt call or SMS or an email giving
you a reference token number to enable you to monitor the progress of redressal
of your grievance / complaint.
3. You must be kept informed and updated
regarding the status of your complaint and it must be easy for you to
monitor the progress of the grievance redressal process.
4. Your grievance must be resolved to your entire
satisfaction in a time bound manner. A sincere and transparent attempt must
be made by the customer care department to achieve “customer delight” by a mutually
agreeable reconciliation of the complaint and insidious attempts to browbeat,
bully, harass or confuse the customer must be avoided.
5. Your feedback and suggestions must be
sought. As a part of continual
improvement a good customer care department always asks for post grievance
redressal feedback and suggestions, acts on the comments of the customer and
keeps the customer informed. Rather than just ring up the customer, it is
better to obtain feedback by email or in a prescribed format. This enables the customer
to give comprehensive feedback and ensures that the feedback is properly
recorded for future action.
Well, I must
say that, at least in my case, Mars India have accomplished the first four
steps brilliantly. I am sure they will solicit my feedback and suggestions too.
In conclusion,
I congratulate Mars International India Pvt Ltd for their customer-responsive
culture and wish Pedigree all the best.
VIKRAM KARVE
Copyright © Vikram Karve 2012
Vikram Karve has asserted his right under the Copyright, Designs and Patents Act 1988 to be identified as the author of this work.
© vikram karve., all rights reserved.
Vikram Karve has asserted his right under the Copyright, Designs and Patents Act 1988 to be identified as the author of this work.
© vikram karve., all rights reserved.
Did you like this blog post?
I am sure you will like the stories in my recently published book COCKTAIL comprising twenty seven short stories about relationships. To order the book please click the links below:
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COCKTAIL ebook
If you prefer reading ebooks on Kindle or your ebook reader, please order Cocktail E-book by clicking the link below:
AMAZON
http://www.amazon.com/dp/B005MGERZ6
SMASHWORDS
http://www.smashwords.com/books/view/87925
About Vikram Karve
A creative person with a zest for life, Vikram Karve is a retired Naval Officer turned full time writer. Educated at IIT Delhi, ITBHU Varanasi, The Lawrence School Lovedale and Bishops School Pune, Vikram has published two books: COCKTAIL a collection of fiction short stories about relationships (2011) and APPETITE FOR A STROLL a book of Foodie Adventures (2008) and he is currently working on his novel. An avid blogger, he has written a number of fiction short stories and creative non-fiction articles in magazines and journals for many years before the advent of blogging. Vikram has taught at a University as a Professor for almost 15 years and now teaches as a visiting faculty and devotes most of his time to creative writing. Vikram lives in Pune India with his family and muse - his pet dog Sherry with whom he takes long walks thinking creative thoughts.
I am sure you will like the stories in my recently published book COCKTAIL comprising twenty seven short stories about relationships. To order the book please click the links below:
http://www.flipkart.com/cocktail-vikram-karve-short-stories-book-81910
http://www.indiaplaza.in/cocktail-vikram-karve/books/9788191091847.htm
http://www.apkpublishers.com/books/short-stories/cocktail-by-vikram-ka
COCKTAIL ebook
If you prefer reading ebooks on Kindle or your ebook reader, please order Cocktail E-book by clicking the link below:
AMAZON
http://www.amazon.com/dp/B005MGERZ6
SMASHWORDS
http://www.smashwords.com/books/view/87925
About Vikram Karve
A creative person with a zest for life, Vikram Karve is a retired Naval Officer turned full time writer. Educated at IIT Delhi, ITBHU Varanasi, The Lawrence School Lovedale and Bishops School Pune, Vikram has published two books: COCKTAIL a collection of fiction short stories about relationships (2011) and APPETITE FOR A STROLL a book of Foodie Adventures (2008) and he is currently working on his novel. An avid blogger, he has written a number of fiction short stories and creative non-fiction articles in magazines and journals for many years before the advent of blogging. Vikram has taught at a University as a Professor for almost 15 years and now teaches as a visiting faculty and devotes most of his time to creative writing. Vikram lives in Pune India with his family and muse - his pet dog Sherry with whom he takes long walks thinking creative thoughts.
Vikram Karve Academic and Creative Writing Journal: http://karvediat.blogspot.com
Professional Profile Vikram Karve: http://www.linkedin.com/in/karve
Vikram Karve Facebook Page: https://www.facebook.com/vikramkarve
Vikram Karve Creative Writing Blog: http://vikramkarve.sulekha.com/blog/posts.htm
© vikram karve., all rights reserved.
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