Customer Care and Customer Satisfaction
Passengers, consigners and consignee are the customers of railway as they provide revenue to railway. They expect for easy availability of ticket, confirm reservation, concession in fares and refunds as well as catering, passenger amenities and expeditious redressal of complaints and grievances. Similarly, consigners and consignee want privilege of smooth booking and delivery of their goods. Therefore, railway has to look after the ways of customer satisfaction through improvement in services.
There are two types of Customer Satisfaction.
- Physical Satisfaction.
- Mental satisfaction.
Indian Railway is a commercial organisation. It should be the prime motto or principle of every commercial organisation that every customer should get mental and physical satisfaction. The first object of Indian Railway is to serve and then earn the profit. The working of any organisation denotes the quality of organisation. The higher the quality of service will be, the customer‖s satisfaction will be higher. It is not enough to earn profit for the progress of any business, but it should be seen that quality services should be provided by which customer will get mental and physical satisfaction.
If we are not satisfying our customer is fully, the image of railway will be negative day by day. So, customer satisfaction is major part of our work. For the satisfaction of customer it is essential to follow the principles of Public Relations. It is essential to reach the passenger, their luggage, parcels, goods etc, as early as possible at destination safely.
To improve the customer satisfaction, the following steps are taken by railway administration.
- Running of superfast Trains.
- Weekly Trains are run on daily basis.
- Tickets are issued by computerized system.
- Provision of catering services.
- Quick disposal of public Claims.
- Quick disposal of public complaints.
- Training of customer care to the commercial staff.
