Customer Service – Price.

Books can be written about pricing as a tool to effect good customer service.  To make it very simple, a customer looks to pay for value received and expects not to be cheated while doing so.  So, to say that a supplier should supply goods or services at the right price, means that the pricing of whatever is offered is value for money and is competitive.

Areas where deficiencies are found are when contracted price is withdrawn without negotiations, differential pricing is resorted to between different customers or geographical areas, and there is perceived lack of transparency in the pricing process itself.

These are matters that need to be attended to at policy making levels and loyal customers stay with those suppliers who meet their expectations.

Here too, the major aspect of putting in place an efficient complaint redressal mechanism needs to be reinforced.