1.
INTRODUCTION
1.1. CUSTOMER SATISFACTION
Customer satisfaction means taking complete care of customer by giving them complete
knowledge about the product and about all the feature of that particular product
Customer satisfaction is the end result of your interaction with the customer. By giving
the best customer service and making sure that the customer was given the best resolution at the
end of the call, then we can say that the customer is satisfied even if it's not verbally said.
According to me customers are those who pay (salary). Satisfaction is the key to hold the
customer for future business. Complete knowledge must be given; each and every query must be
clarified by the seller. If a customer remembers you for future business then we can say that
customer is satisfied.
DEFINITION
According to Harold E Edmondson “Customer satisfaction” is defined as "the number of
customers, or percentage of total customers, whose reported experience with a firm, its products,
or its services (ratings) exceeds specified satisfaction goals.".
Customer satisfaction is defined by whether the customer chooses to do business with you
or your company in the future. Many factors play a role in customer satisfaction, including
customer service, product quality and the ease of doing business. Companies must consider
customer satisfaction as an important role in the lifetime value of a customer.
Customer satisfaction, a term frequently used in marketing, is a measure of how products
and services supplied by a company meet or surpass customer expectation. In a survey of nearly
200 senior marketing managers, 71 percent responded that they found a customer satisfaction
metric very useful in managing and monitoring their businesses.
It is seen as a key performance indicator within business and is often part of a Balanced Scorecard.
In a competitive marketplace where businesses compete for customers, customer satisfaction is
seen as a key differentiator and increasingly has become a key element of business strategy.
SEVEN STEPS:
Encourage face-to-face dealings.
Respond to messages promptly and keep yours clients informed.
Be friendly and approachable.
Have a clearly-Defined customer service policy.
Attention to details.
Anticipate your client’s needs and go out of your way to help them out.
Honor your promise
MEANING OF CUSTOMER SERVICE
Serving your customer with a smile on your face, even when things don’t go right.
DEFINITION OF CUSTOMER
A person, company or other entity which buys goods and services produced by
another person, company or other entity.
One who regularly or repeatedly makes purchases of a trader, a purchase a buyer.
DEFINITION OF CUSTOMER SERVICE
According to Jack Speer “Excellent customer service is the process by which your
organization delivers its services or products is way that allows the customer to access them in
the most efficient, fair, cost effective and humanly satisfying and pleasurable manner possible”.
Customer service is a common term we are familiar with which means one who aids or
provides helps to the purchase of goods and service.
SIX COMPETITIVE ADVANTAGES THROUGH CUSTOMER SATISFACTION:
Customer
satisfaction
Repeat Higher Loyalty Word or One stops New
shopping product
buying price in crises month
innovation
Profit Corporate Growth
performance
ADVANTAGE
Customer comments, suggestions and response about a company’s products, business
practices and customer service orientation are one of the biggest advantages of customer
feedback surveys. Critical input and answer can help a company to develop better customer
relation programs.
DISADVANTAGE
Customer feedback surveys and questionnaires can sometimes be too scientific and
methodical to capture to humane instincts and traits of consumer. Rigorous analysis and interpret
ion of feedback and answers provided by customers might not provide the right kind insights that
business not to better serve customer.
IMPORTANCE
Since sales are the most important goal of any commercial enterprise. It become
necessary to satisfy customer for customer satisfaction it is necessary to establish and maintain
certain important characteristics like:
a) Quality
b) Fair prizes
c) Efficient delivery
d) Good customer handling skills
e) Serious consideration of consumer complaints
Satisfaction is the feeling of pleasure or disappointment attained from comparing a
product perceived performance (outcome) in relation to his or her expectations. The customer is
dissatisfied. If the performance matches the expectation, the customer satisfied. If the
performance exceeds expectations the customer is highly satisfied.
BENEFITS
Increasd
Increased
Revenue
repeat Customer satisfaction
Reduced
purchase
Cost
Reduced
Increased reduced price
switching to
referrels sensitivity
competitors
Increased
profit
Parameters Specifications
ENGINE
Power (HP) 50 HP
No of cyl & cubic capacity (CC) 3 Cyl,2761 CC
Rated ERPM 2200
TRANSMISSION
Gear Box 8 Forward + 2 Reverse
Location of Gear Box Shifting Center Shift / Side shift option
Rear Axle Inboard Reduction
CLUTCH
Type Single Clutch / Dual optional
ROAD SPEEDS##
Speed Forward (KMPH) 2.8-30.8
Speed Reveseve (KMPH) 3.6-11.1
Maximum speed (KMPH) 34
PTO
Single 540 & Single (540 + MRPTO)/ Dual (540 +1000)
Type
optional
PTO
540 PTO AT ENGINE
Single at 1800 / Dual at 1840 & 2150
RPM
STEERING
Type Balanced Power Steering / Mechanical Single drop arm option
Hydraulic Lift Capacity (KG) 2000 Kg - Sensi-1 Hydraulics
BRAKES
Type Multi Plate Oil Immersed Disc Brake
TYRES
Front Tyre 6.0x 16 / 6.5 x 16
Rear Tyre 13.6 x 28 (Paddy Special) / 14.9X28
FRONT AXLE
Type Straight/Bend Axle option
WEIGHTS & DIMENIONS
Total Weight, KG 2150
Wheelbase (mm) 2020 (SC) 2040 (DC)
Overall Length (mm) 3720
Overall Width (mm) 1770
WEIGHTS & DIMENIONS
Ground Clearance (mm) 425
FUEL TANK
Capacity (ltrs) 60
