Customer satisfaction is defined as the degree of satisfaction provided by the goods and services of a company and is measured by the level of satisfied and regular clients.

Importance of Customer Satisfaction

Customer satisfaction is important as it provides marketers, business owners and the work force with a metric that they can use to manage and improve their businesses and careers.

Here are a list of six reasons why it is an important part of any business establishment:
•It is a leading indicator of consumer repurchase intentions and loyalty.
•It is a point of differentiation from the other competitors in the market.
•It reduces customer churn rate.
•It increases customer lifetime value.
•It reduces negative word of mouth.
•It plays a vital role to retain older customers and acquire new ones.

It is a leading indicator of consumer repurchase intentions and loyalty
Customer satisfaction is the best indicator of how likely a customer will make a purchase in the future. Asking customers to rate their satisfaction on a scale of 1-10 is a good way to see if they will become repeat customers or even advocates. Any customers that give you a rating of 7 and above, can be considered satisfied, and you can safely expect them to come back and make repeat purchases. Customers who give you a rating of 9 or 10 are your potential customer advocates who can leverage to become evangelists for your company. Scores of 6 and below are warning signs that customer are unhappy and at risk of leaving. These customers need to be put on customer watch list and followed up so you can determine why their satisfaction is low. See how satisfaction provides so much insight into your customer. That is why it is one of the leading metrics businesses use to measure customer repurchase and customer loyalty.

It is a point of differentiation from the other competitors in the market
In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as key differentiator. Businesses who succeed in these cut-throat environments are the ones that make customer satisfaction a key element of their business strategy. Picture two businesses that offer the exact same product. What will make you choose one over the other? If you had a recommendation for one business would that sway your opinion? Probably. So how does that recommendation originally start? More than likely it`s on the back of a good customer experience. Companies who offer an amazing customer experiences create environment where satisfaction is high and customer advocates are plenty. This is an example of where customer satisfaction goes full circle. Not only can customer satisfaction help you keep a finger on the pulse of your existing customers, it can also act as a point of differentiation for new customers.

It reduces customer churn rate
Price is not the main reason for customer churn rate, it is actually due to the overall poor quality of customer service.
Customer service is the metric you can use to reduce customer churn rate. By measuring and tracking customer satisfaction you can put new processes in place to increase the overall quality of your customer service.
Putting an emphasis on exceeding customer satisfaction and “wowing” customers at every opportunity will have a very positive impact on the level of your customer satisfaction performance.

It increases customer lifetime value
An “totally satisfied customer” contributes two times more revenue than a “somewhat satisfied customer”. Furthermore, a “totally satisfied customer” contributes ten times more revenue than a “somewhat dissatisfied customer”.
Satisfaction plays a significant role in how much revenue a customer generates for your business. Successful businesses understand the importance of customer lifetime value (CLV). If you increase CLV, you increase returns on your marketing amount. Customer lifetime value is a beneficiary of high customer satisfaction and good customer retention.

It reduces negative word of mouth
An unhappy customer tells between 9-15 people about their experience. That is a lot of negative word of mouth. How much will that affect your business and its reputation in your market? Customer satisfaction is tightly linked to revenue and repeat purchases. What often gets forgotten is how customer satisfaction negatively impacts your business. It`s one thing to lose a customer because they were unhappy. It`s another thing completely to lose 10 customers because of some bad word of mouth. To eliminate bad word of mouth you need to measure customer satisfaction on an ongoing basis. Tracking changes in satisfaction will help you identify if customers are actually happy with your product or service.

It plays a vital role to retain older customers and acquire new ones
Customer retention is the unsung hero of successful businesses as it is what ultimately lays the foundation of a company that is positioned for growth, and customer satisfaction level have a direct impact on whether a company can retain a customer or not. Also if a company is able to retain its older customers than chances are high that it`ll be able to acquire new ones in the process as retaining an older customer and acquiring new ones are closely related and it all depends on the level of satisfaction we offers to our customers from the goods and services we provide.

Ways to Improve Customer Satisfaction
Great customer is also about knowing how to handle your problems, responding to and resolving issues – something at which businesses can often excel.
If customer satisfaction is your goal than great customer service will get you there.

Some Simple Ways to Embed Customer Service in Day-to-day Operations

Listen and Learn
Listening is key to effective customer service and it can also help boost profitability.

Ways to prove to your customer that you are listening and how to make it count

Everyday Customer Interaction
Show you are listening to your customers by taking notes what your customers have said. Listen to their words and provide them clear and concise communication. Ask clarifying questions to gain understanding before you provide a response. If you can`t respond immediately be sure to provide a timeline for response and make a note to do so. Follow up, confirm the resolution and check for customer satisfaction and completion.

Facilitating Feedback
Look for ways to stay in touch with your customers and show them that you are listening and eager to keep the lines of communication open. Customer service is all about meeting the needs and expectation of the customer as defined by the customer. By soliciting feedback and using that information we can find new ways to ensure that our goods and services is relevant to them and hopefully it will open new lines of profitable opportunity. In order to have effective customer service, one must know what the customer want, provide it to them on consistent basis and asking them how they are doing.

Look for Ways to Treat your Customers as You Would Like to be Treated

How are customers being treated?
Put them at ease and make them feel comfortable.

Demonstrate that your customers are valued
Let them know that you think they are important. Your sincerity makes them feel good about you and your organisation.

Ask how to help your customers
Find out what they want. It is important that each customer encounter makes them feel satisfied.

Don`t challenge disgruntled customers
Listen, reassure them that you`ll escalate or act on their complaint and follow through until resolution.

Help customers
Help them get what they want. Make it easy for the customers to locate or obtain the information they need. Answer the questions in a timely manner and remember to carry through on your customer service goals. More than ever an effective communication is an important part of any customer service model.

A Standard Operation Procedure (SOP) is a document consisting of step-by-step information on how to execute a task correctly and in a professional manner.
Any document that is a “how to” falls into the category of Standard Operation Procedure (SPO). The most obvious example of an SOP is the step by step production line procedures used to make products as well as train staffs for quality services.
An SOP, in fact, defines expected practices in all businesses where quality standards exist. SOPs play an important role in any businesses. SOPs are policies, procedures and standards you need in the operations, marketing and administrating disciplines within your business to ensure success.

Standard Operation Procedure Can Create:
•Efficiency and therefore profitability.
•Consistency and reliability in production and services.
•Fewer errors in all areas.
•A healthy and safe environment.
•A road map on how to resolve issues.
•A first line of defence in any inspection.
•Value added to your business.

IMPORTANCE OF STANDARD OPERATION PROCEDURE
PURPOSE
To give instruction for proper management, administration and carrying out a task for production of goods and services.

PRINCIPLE
Standard Operation Procedure are an essential part of a quality service. For all jobs and duties relevant SOPs should be available at the work station to guarantee that the correct version of the instruction is used.

ROUTINES
Well-written SOPs explained visually through a flow chart makes it easier for employees to do their jobs. They don`t have to guess how a task is done because they can follow a procedure made easy to reference on the computer or as a printout. Through a standard routine, employees enjoy more predictability in their jobs and can hone their skills on each task to raise their overall performance.

QUALITY CONTROL
SOPs helps you reduce the errors, or variations that occur in the mass production of a product or in carrying out a service. For example, if you own a restaurant that serves pizzas, you want SOPs for quality control. You want each pizzas to be equivalent on the production line to make sure all of your customers are catered in the same manner without any inequalities. You can use SOPs to discard products that fail to pass tests for quality control.

Some important types of SOPs are:
•SOPs for production and carrying out a service.
•SOPs for safety precautions.
•SOPs for handling an appliance, machines and other equipment.
•SOPs for quality assurance.
•SOPs for archiving and how to deal with complaints.

Here are a few reasons why SOP is necessary for the success of your team:
•To ensure compliance standards are met.
•To maximise quality service.
•To ensure procedure has no negative impact.
•To ensure safety.
•To ensure everything goes according to schedule.
•To prevent failures in production or service.
•To be used as a training document.

Each occupation requires certain characteristic pattern of abilities and personality traits. For example, to be a successful architect you have to be original, creative, imaginative, systematic, practical, determined, sensitive, patient etc. Psychologists have identified certain types of personalities which are suitable for certain types of jobs.

Though no person will have the same type of personality exactly like which is described below, we still get a good idea of the suitability of specific persons for specific jobs. One way of understanding the relationship between personality characteristics and jobs is to consider the following categories:

Realistic: Persons of this type are energetic and physically strong. They have good motor coordination skills but lack verbal and interpersonal skills. They are, therefore, somewhat uncomfortable in social settings. They perceive themselves as mechanically inclined, and are direct, stable, natural and persistent. They prefer concrete to abstract problems and see themselves as aggressive. Such persons prefer occupations of following types : mechanic, engineer, electrician, crane operator, tool designer etc.


Investigative: This category includes people who have a scientific bent-of-mind. They are usually task-oriented, prone to thinking and are not comfortable with people. They have a great need to understand the physical world and prefer to work independently. They do not like leadership positions, but are confident of their intellectual abilities. These persons choose vocations such as scientist, researcher, zoologist and psychologist.


Artistic: Persons who are artistic prefer unstructured situations with maximum opportunity for self-expression. They are very creative especially in the area of art and music. They avoid problems which are highly structured and prefer living in situations which require self-expression related to art. Such persons prefer occupations of artist, writer, musician etc.


Social: Such persons like to be involved with people and to work in groups and occupy central positions in groups. They are often religious and have good language and interpersonal skills. They enjoy activities that involve informing, training, curing, helping etc. Vocational preferences of such persons include social work, school teacher, religious teacher, etc.


Enterprising: Persons of this type have verbal skills which are very effective for selling, dominating, leading etc. They have a strong desire to achieve organizational goals and economic gains and tend to avoid situations which require intellectual effort for long periods of time. They see themselves as aggressive, popular, self-confident, cheerful, social and have high energy level. Vocational preferences include business executive, politician, property dealer, stock broker, business man, etc.


Conventional: Such people prefer well-ordered environment and like systematic activities involving verbal communication or dealing with numbers. They avoid situations involving social dealing or physical skills. They enjoy power and material possessions. Vocational preferences include banking, clerical jobs, traffic policemen, shop salesman etc.


The categories given above are not to be taken as final  but will give you a good idea about the relationship between personality characteristics and vocational choice. There are overlaps between these categories and most people will not fall exactly in only one of these. Nevertheless, this description captures the important relationship between abilities, personality characteristics, and vocational choice.

Slang is a type of language consisting of words and phrases which are more common in speech than in writing. We Nagas love cussing sarcastically to our way to glory and there`s no doubt about it. Here are some of the most common cuss words in Nagamese Creole used popularly in Nagaland. Brace yourself.
NB : Parental Advisory Explicit Content.

10 - Misa Mishi (Hanky Panky)

Cleverly used to undermine devious/unethical behavior, activity or mischief. If you find something odd or useless Misa Mishi is the best way to describe it.



9 - Nipare (Can`t Digest)

More popular among the female clique. It is a sarcastic way of disapproving something that you can`t accept/agree or come in terms with. If you dislike a particular person, place, or thing just load your ammo and say nipz (short form). End of the story your target is decimated.



8 - Okara Bang/Ullu ka patha (Dumbhead/Stupid Idiot)

Like the translation suggest, it is particularly used to thrash any individual who have got limited brains. If your IQ is average or below average expect one of these coming your way.



7 - Itu khabi (Dig That)

Typically used to scapegoat and mock someone who is in deep trouble. We`ll make fun of you first and help you later. Dig that.



6 - Sala (Freaking)

This is like a bridge connecting to the real fire, the remote control to the real bomb. You can add any of your own cussing after this particular word to bring up the level of fierceness. More like an adjective but it still make sense in any way you want to use it. Sala check out the next one.



5 - Chup bay/Hala nai (Cut the crap/Shut up)

Tired or too bored to hear annoying blabbering? Hit them right back with this verbal artillery so that they can zip up. Trust me it works.



4 Yet terika (What the)

Made a fool out of yourself or spotted/landed in an unexpected situation. This is a perfect way to have a little me time or with your groupie to exaggerate the event. Happiness is saying “Yet Terika” Haha!!!



3 - Chutia/Harami (F****r/Snitch)

Be cautious and maintain responsibility while using the first one, especially while around parents & elders. Second one is fine, snitching don`t deserve respect anyways.



2 - Kutta la bacha (Son of a bitch)

These is mostly used when you are totally pissed off or extremely angry. Venting out your anger at someone with it is satisfying. Totally vindicated.



1- Laura (Dick)

These one stands out from all of the above. The king of all slangs no cuss in Nagamese Creole is complete without this particular word. Half of our Naga brothers can`t resist from saying these and it`s definitely the bomb. Only thing is that we shouldn`t use this when our mums, sisters and girlfriends are around. It’s a boy thing and we love it.

Mr. General, his name is Parker, his team scrutinizing all the traces left by the serial killer. Reports flashing about the serial killer in Dimapur city, who for quite some time has been murdering people with masterfully laid out plan leaving no sign or traces, and thereby causing the uptight investigating team difficult to detect.

I changed my identity and shifted to a small town called Peren, joined newly established St. Anthony institution. New place and new environment was enough to light up my spirit and brighten my day.


On the first day of the class, I bumped into a girl, and damn I was enchanted by her first impression. She was the daughter of General Parker. We made a brief introduction. 'Hi, my name is Villa,' said the girl. 'Oh hi, I'm Alexander but you can call me Alex,' I replied!

My blood temperature rose to 100 degree centigrade, my heart precipitating at great speed, having conversed with the girl that i like, I was already spellbound and enchanted to her like she was some crazy witch. She was new in town as well. And guess what? Happiness ran through my veins after I learned we were in the same class. Proceeding forward looking for our respective class room, I managed to ask her number.

We became close friends because of her easy going character. But, she wasn't that placid though, and that made her special. We became fond of one another chatting even inside the class room. She was the senorita I had dreamed of and I was ready to move mountains for her. Months went by and we decided to take it to the next level. We went for a ride in my car to a restaurant for our first date.


Meanwhile, the General and his team got the information that the serial killer has moved to another town. It was the town where the General's daughter has recently been shifted. Petrified and concerned about his daughter Villa, he rang up her number but to his utter dismay, she wouldn't pick up the call fuelling the tense to his already petrified feeling. He rushed to his SUV without any seconds delayed and drove as fast as possible to Peren in a quest to find her.

In the meantime our dinner was going fine. I wanted to surprise her so we rode to a small farm house in the depth of the woods where there was no possible sign of humanoids. Finally, the arrival came, the arrival that most couples do in their first date. The place was dimly lit, quiet and peaceful that we could even hear the sound of our breaths, hearts beating fast and adrenaline hormones racing up, we watched each others lips, fornicating in the back of our mind.

As she came closer towards me to grab a kiss, I slowly pulled out a knife which was tucked inside my pant. And from behind, i twisted her head and slitted her throat. Cutting her into pieces, i took her lung and heart out, put it in a box and kept it in the deck of my car.


Then I took a cigar out, lit it up, poured the entire house with gasoline and burnt it down to ashes to leave no sign or traces. Remember? I changed my identity. My name is not Alexander and I'm the one they're looking for.

• Sometimes life brings us to a standstill where we have no option but to move on. We may go to a different place to live, work, study, for vacation or maybe for no particular reason at all. It`s exciting at first, we expect too much at times until we feel left out and kind of home sick, other times the fun is more than expected and we just can`t seem to get enough. Whether by road, train or flight, the best part of the journey is to travel. The landscape, trying variety of foods, meeting new people etc, are just some of the adventures worth mentioning. When on the road, it`s nice to pamper yourself, plug in your earphone and groove in to your favorite playlist. Well what do you listen to if you happen to do the same? Blues, Alternative, Classical, Country, Hip Hop/Rap, EDM, Jazz, Rock, Reggae, or is anything is just fine? Music is solace and listening to it on a journey surely takes it to another level.
• Had an awesome memory, befriending someone while on a journey stretching a distance of almost a thousand miles. Well it`s strange how we can be complete strangers to best friends the next minute. The hardest part is the introduction and making the first move, maybe that’s because the first impression really counts and sometimes we are just too shy to make the first move. Thankfully once it`s over, we can expect the good things coming. A decent chat or friendly smile, memories and good times together are both worth mentioning.
• Well it`s nice to meet new people every once in a while and constantly become close friends. How would you feel if somebody you met out of the blue write you a note, and conclude it with all her best wishes, “Sweet Little Surprises” are they. It`s enough to bring a big grin on your face and the feeling you get is priceless. Little gestures like these are enough to make you realize that the good things in life are for free. What a wonderful world it will be if we give a little love and get a little love of our own. Moral of the story being, “Be nice to everybody”.
  
• Moving to new places can be rude at times, often we tend to miss everything related to things back home. Maybe it’s the food, friends, families, girlfriends/boyfriends, or just about anything. But hey, look beyond your instinct and realize that living in the past only makes you weaker. So take a deep breath, relax. Try adjusting with the new city, town or environment, and always be positive and thankful. Put on the courage and take the lead. Maybe it can start with a friendly gesture or a simple conversation, we never know. And if you are lucky enough you will be surprised how easy things turn out your way. You can move places to start all over again, to find your purpose in life, see the world and experience new culture or build a career. Whatever the reason is, overall it’s a challenge. So look within and ask yourself.  Are you ready to move places?