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"Companies are starting to measure how effective their customer service is and trying to understand what they can do to improve the customer service process."
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Explore more quotes by Sanjay Kumar
"As I said before, a big part of my strategy says - and the management team I think is in agreement with this - we don't have to be out there with a lot of noise all the time. What we need to do is paint a vision for customers, promise them deliverables, and go hit at it."
"That's a very critical phase in customer service because you can start to really understand what part of customer service has value to customers and what part is bothering customers."
"Few service industries are designed to be 24x7 in India, and thus there was no 24x7 mentality."
"So let's say you're using XYZ product and you want to do something very sophisticated. You subscribe to this thing, you hit a button, and a CA expert pops up in video."
"India has the unique advantages of having the biggest domestic market and this should support IT companies."
"Some story appears in some newspaper that says that somebody said X, Y, and Z, and a customer says, I don't understand what they're talking about - we're running that product, we've been using it for five years, what are they talking about?"
"And I'm comfortable being who I am, so I think a lot of people who take over from a founder worry about how they compare to the founder; I worry about doing the best I can."
"Clients do not expect the infrastructure to be any less reliable just because the service is being delivered from an offshore location; thus, the uptime requirements justify the expense."
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