July 29, 2010

Asif A. Chowdhury, Managing Director/CEO

Customer service is no longer limited to a few departments or individuals. Our entire organization must embrace this aspect of our business, and we must all move along with the changes it requires.

In general terms, customer service faces four key business Challenges.

At first glance, they might seem mutually exclusive:

§         The customer’s need for value balanced against the shareholder’s need for profit.

§         The customer’s need for special attention balanced against the manager’s need for productivity.

§         The organization’s need to appeal to more “profitable” customers balanced against its commitment to serve all customers.

§         The customer’s new demands balanced against the organization’s ability or willingness to meet those demands.

Successful organizations will be those which can turn these apparently “either/or” challenges into “both/and” solutions in which everyone wins: the customer, the owners and the organization. To succeed takes people with the ability to make enlightened business decisions, creativity and commitment to deliver “win/win” solutions.

Our ultimate goal? Not merely the satisfied, but the hugely satisfied customer, whose experiences with the organization are delightful and special enough to generate deep feelings of loyalty.

I can say with confidence, that CHOWDHURY GROUP is on the right track, but we still have some distance to develop and drive appropriate customer service strategies, and I expect all employees to join with enthusiasm and commitment. Let’s do it !