Discuss about the Matching value propositions with varied customer.
As stated by (Sochor, Strömberg and Karlsson (2015), customer service is a process to assure customer about product and service during and after purchase. In order to ensure business growth and development it is essential to provide efficient customer care service to ensure customer satisfaction. However, it is observed that Indian customer care service is facing challenges in certain cases to achieve customer satisfaction. Today, consumers are active in keeping the information of alternative offers. They are also concerned about growing standard of service. In this situation Indian customer care service providers facing challenge in understanding continuous changing requirements of the customers. On the other hand, the Indian customer care service do not have much concern about information revolution when information facilitates to gain competition advantage. Lack of technological innovation is also a major constraint in Indian customer care service to main efficiency in dealing with the customers (Fernie & Sparks, 2014). Cross cultural communication is one of the important aspects of providing efficient customer care service. However, the Indian customer care service providers face some issues in dealing cross cultural communication (Koehler et al., 2017). In this context, a comparison between Indian customer care service and Australian customer service will be included in this paper. Australian customer care service is considered as one of the specialists in outsourcing telephone and web call center which are involved in providing the most efficient customer care service irrespective of geographical border and culture. As without efficient customer care service it is not possible to represent superior business performance, the main focus of the assignment is shed on reliability of customer care service in business.
Gap between Indian customer care service and changing requirements of the customers is considered one of the major constraints to achieve organizational success. In addition, lack of technological innovation, information and efficiency in cross cultural communication restrict Indian customer care service to be efficient. One of the vital questions for the research is if enough technological innovation has been considered by Indian organization for providing reliable customer care service. If Indian customer care service has the consideration for technological advancement, why it cannot manage information in meeting customer requirements. Do the Indian organizations consider in developing organizational culture and code of ethics regarding cultural diversity? If they did so, Indian customer care service providers cannot be inefficient in dealing with cross cultural customers. It is observed that in contrast to Australian customer care service, in India there is no straight cut definition for measuring quality of service. Based on these identified problems, this literature review in the paper is going to be critically evaluated. Making a framework for resolving these problem helps Indian customer care service to be more effective, reliable and accessible for the customers.
As opined by Pellathy, Mollenkopf and Stank (2018), technology has strong dominance on every aspect of business. Regardless of enterprises’ size, technology is considered to facilitate business in having both tangible and intangible benefits. Without considering technological innovation in business an organization cannot update business as per global standard. Technological innovation is necessary in business in terms of maximizing production and profitability in business. On the other hand, without considering technological innovation an organization cannot upgrade their service in order to meet requirements of the customers. Hence an organization can never be able to win customer satisfaction. On the other hand, lack of technological awareness an organization cannot be able to establish positive relationship with their stakeholders. In considering the opinion of Madani et al. (2015), in order to develop business, it is necessary to make stakeholders highly engaged in business and it is only possible when an organization can win the trust of the stakeholders. In this reference, one of the important consideration is effective communication. As said by Leeflang et al. (2014), without considering technological innovation, it is never possible to have effective communication with the business stakeholders as well as customers. In that case, lack of technological infrastructure leaves a negative impact on the culture, competencies and business relationship of Indian organization. In addition, lack of technological innovation restricts an organization to be engaged with the customers in positive interaction in order to be familiar with their expectation (Conway and Briner, 2015). In this reference, an organization cannot be able to upgrade their service and products as per customer requirements.
As per Klenk and Pavolini (2015), accessing to right information is considered one of the important aspects for organizations to compete in the global market. Information is the most important resources to enable organizational managers to take the right decisions in the favor of market, stakeholders and customers. At the present information technology faces revolution globally. No organization can be able to be free from the effect of it. In order to sustain in such a situation, managers in organization require IT understanding going beyond computers. Today, managers need to have great sense in understanding significations of a piece of market information in order to take the right stand towards upgrading business continuously. Otherwise it will be difficult to meet constant changing requirements of the customers. In order to invoke satisfaction of the customers, it is essential to guide a customer in right way for getting their requirements to be fulfilled. Today, customers are enough knowledgeable about alternative options in the market. Hence, for giving customer care service, the service providers require to interact with the customers rationally. However, it is observed that customer care service providers in India do not have sufficient information in order to guide a customer for a right purchase (Vezzoli et al., 2015). On the other hand, lack of information restrict customer care service executives to assure customers about a product and service. Therefore, in India, customer care service still lags behind than the other foreign organizations to take competition advantage in global market.
According to Heikka, Frandsen & Hsuan (2018), in order to sustain in the global market, it is necessary for the customer care service providers to be expert in dealing with customers from different culture and different part of region. Language is considered as one of the important barriers for engaging in cross cultural communication. In order to deal with international clients, Indian customer care service prefers to speak in English language. However, people from many parts of the world feel free to speak in their regional languages (Torres, 2014). In that case, in order to develop in international business, organizations in India needs to develop a cross-cultural team in accordance with the culture and languages of international customers. Nearly 150 number of languages represent variety of Indian population (Parida et al., 2015). However, in India for providing customer care service teams are made based on two or three languages in main – English, Hindi and Bengali. In this case, it is observed that in some of the cases Indian customer care service providers cannot be able to go in the positive interaction with all the regional people in India. In that case, it does not become possible for them to understand the requirements of the customers from all the speaking background. According to Bone et al., 2015), every organization needs to have a code of ethics in order to represent workforce for a variety of cultural people irrespective of geographical background.
As per Strategyand.pwc.com. (2018), it is observed that Indian customer care service makes less research in order to know their customers and expectation of the consumers. Due to the rapid development of technology, today customers are becoming more aware about the available products in the products. Through internet technology today’s customers are always able to know product price and product specification. On the other hand, in order to take competition, advantage the markets have always engaged them in bringing innovative products in the market. Hence, expectation of the customers is being high from the marketers. However, in some cases it is observed that Indian customer care service cannot be upgraded in terms of accomplishing expectation of the customers. The Indian customer care service still goes on in traditional way that leaves a negative impact in maintaining quality of customer care service. It is also observed that Indian customer care service do not have straight cut definition to spell out the standard of quality customer care service. on the other hand, it is observed that Indian customer care service does not have a defined strategy to deal with customers. it is also observed that Indian customer care service facing challenge to handle customer grievance. In this case Indian customer care service providers needs to have a clear vision about the perception and expectation of the customers. Without doing adequate market research it is not possible for the customer care service providers to be familiar with the intention of the consumers. In this case, Indian customer care service cannot gain customer satisfaction in many cases.
As opined by Schmaus, Dutzler and Schrauf (2018), customer care service in India and Australia both are performing well towards fulfillment of business mission, vision and objectives. However, there are some certain areas where Indian customer care service have some examples of getting lack in order to take competition advantage in the global market. Australian customer care service is considered as one of the specialists in outsourcing telephone and web call center which are involved in providing the most efficient customer care service irrespective of geographical border and culture. Organization culture of Australia is extremely positive to have cross cultural communication. It is observed that in Australia customer care service providers have a great power of mind intelligence. Therefore, they are able to be sympathized with the customers. This approach of the Australian customer care service is effective in dealing with customer grievances. On the other hand, it is observed that the approach of the Australian customer care service is encouraging for letting customers to purchase from the companies once more. In addition, the customer care service in Australia is extremely interactive with the customers. Therefore, they are found knowledgeable about the expectation of the consumers. Australian organizations have cross cultural work environment which is helpful in developing cross cultural team for providing customer support. In comparison to Australia, in India customer service is found in less involved in collecting market information and in using latest technology to keep long term communication with the customers. It is observed that Australian customer care service does not take much time in order to answer the phone call of the customers (Pwc.se., 2018). However, in India in order to get the line of customer care executives in phone, customers have to wait for a long time. It fuels the grievances of the customers. In order to make customer care service reliable and effective, one of the major consideration is to take easy accessibility into account. However, in India customers have to go through a tedious process in order to have customer care executives to be involved in having their work done. Apart from that the performance of Indian customer care service is good to help business in achieving growth and development.
This paper is focused to look into the challenges of Indian customer care service. It will also be effective for this research, if it becomes possible to mention all the skills and competencies of providing efficient customer care service. In this research it can also be focused on the way of resolving customer complaints or how Indian customer care service is able to reduce in getting the number of complaints from the customers. In addition, in this research paper it can also be discussed how Indian customer care service becomes able to be involved in doing effective research on consumer behavior. For proving superior customer care service one of the important competencies is to solve customer complaint as early as possible. In this case what technologies are necessary to be followed, can also be a good topic to discuss in this research paper. The ethical consideration for an organization to provide superior customer care service also can be included in order to develop this research paper.
Conclusion
In conclusion, it is stated that overall Indian customer care service is supportive to achieve organization success in business. However, from the above discussion it is found that Indian customer care service providers have less awareness in studying consumer behavior. In order to improve business, it is necessary to innovate product and service from the perspectives of the customers. However, due to lack of information and technological innovation Indian customer care service cannot upgrade their service enough to compete in the global market. Inefficiency of cross cultural communication is also a major limitation regarding superior customer care service. Indian organization requires to develop effective cross cultural team which can show the power of emotional intelligence to be sympathized with the customer in grievance. In following the above discussion, it is also find out that he behavior of Indian customer care service is not enough influential to invoke customer satisfaction. Due to all the reasons, Indian customer care service cannot gain competition advantage with the foreign marketers.
Reference list
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