Customer Service: A must have goal for business sustainability

Quite a few years back, I was introduced to a person when I wanted to purchase a new LIC policy.

That lead to a long term relationship and he became my sole agent related to mutual funds as well as medical insurance.

When we started the company and as we got some free-flowing cash we decided to park some of our funds in Liquid and Balanced Mutual Funds.

Quite naturally I turned to him again. As it turned out he was an expert in individual account handling but didn’t have much knowledge in corporate accounts. What this meant was that we didn’t get the personalised support that we were expecting from him. 

In the meanwhile around 2014, I was introduced by my neighbour with another person who was also into similar nature of business. I was attached with the earlier person and I didn’t change my agent but this new person used to meet me and give me tips on financial matters and more so about corporate treasury related strategies.

The earlier person’s support kept dwindling day by day and he in fact stopped visiting us regularly because he was unable to solve a lot of our corporate issues. I decided to get a LIC policy done through this new contact for my wife and she started investing in Mutual Funds too through him. Within a month or so I could realise the difference in how he was helping us with crystal clear information. 

I think proposed his name to my board of directors to have him as our agent for Mutual Fund Transactions. Little by little over the next one year he took over. He helped us tremendously during any crisis situation. Never forgot to return a call and always made it a point to visit us at least once in a month. His customer service was exemplary and it was profound during the DHFL crisis, YesBank crisis, and also in between the Pandemic of Covid-19.

Now he has made sure that we can transact everything online without any external help.

This is what defines great customer service. Understanding the client’s problem and solving it anyhow and keeping in touch with the customer at all times. By having such traits you build a relationship for life.

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