Managing customer dissatisfaction: turning lemons into lemonades

A lot has been said and taught about the necessity for customer satisfaction to the survival of any business concern, but there has been little, if any, change in customer satisfaction levels.

Complaints of poor service delivery, unwelcoming attitudes, preferential customer treatment, and the ironical national productivity level of 25 percent against the international benchmark of 75 percent are but common features of our mundane individual and organised lives. Companies, which do not embrace the ideals and virtues of good customer service by not committing themselves to an annual Customer Satisfaction Index, are counted out of the rat race for productivity improvement. However, despite all these initiatives and passionate reforms, customer dissatisfaction and low productivity remain every investor's primary concern.

At this juncture, judging by known and unknown cases, reality is beginning to knock on the door of the traditional "Customer Satisfaction Approach"; rather than improving service delivery and enhancing client satisfaction; it achieves the opposite effect of entrenching embedded negative attitudes and watering the tree of complacency.

Editor's Comment
Happy Independence Day!

Independence Day holds immense significance for Batswana as a whole. It offers a moment for reflection and celebration of the country's achievements, while also prompting introspection.We must honestly assess whether the number of years of independence aligns with the progress we have made. While there is certainly much to celebrate, there are also pressing issues that require the attention of relevant stakeholders. Many Batswana are facing...

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