ArticleState of Customer Service Management in Nepal

Nepal, dwelling in the Himalayas, is well-known for its rich culture, warm hospitality, and breathtaking landscapes. Its economic progress highlights diverse sector customer service. Prominent in all industries, Nepal’s customer service landscape is a potent mix of opportunities and challenges, especially in Banking, Hotels, Airlines, and Telecom. Vince Lombardi’s quote, “It takes months to find a customer…seconds to lose one,” emphasizes its key role. Nepal’s CX panorama deserves exploration across sectors.

Banks – Nepal’s banking sector echoes the country’s blend of custom and innovation.

Strength:

The growth of technology has led to convenient banking, yet personalized customer service attracts loyal customers to the banks. Banks have been aiming for faster and more real settlement of customer grievances and concerns. Thriving on creative advancements, banks are now delivering customer service through in-built mobile apps, online banking, and extensive ATM access across the city.

Weakness:

The eminence of customer service can vary extensively from one bank branch to another, causing an erratic experience for customers. Extended waiting durations at bank branches and customer service counters can annoy customers and discourage them from seeking support. Many Nepali banks trail behind in implementing innovative digital technologies, resulting in slower and less appropriate services compared to worldwide standards.

Opportunities for CX Consulting Firms:

The firm can work with banks to make difficult processes easier, making them more clear and user-friendly. This would lessen confusion and contribute to more happy customers. Proper queue management by these consulting firms enhances the overall customer experience at all bank branches. CX consulting firms should focus on creating excellent feedback mechanisms to curb customer grievances quickly.

Hotels – Hotels rely on loyal customers and word-of-mouth marketing. Customer service silhouettes their image, requiring polite and efficient staff for positive first impressions. While hotels make and break in service, a CX Consulting Company could enhance this industry given its essential role.

Strengths:

Hotels have an edge in giving guests a genuine reflection of Nepal’s culture. Many hotels exhibit local traditions, art, and food, giving guests an authentic cultural feel. Like, many hotels in Chitwan showcase their famous local Tharu dance to give their guests an idea of the country being culturally diverse. A few hotels profit from Nepal’s astounding regular magnificence, offering guests spellbinding views of mountains and valleys that have an enduring impression. The cordiality of Nepali hospitality is a remarkable asset. Many hotels outshine personal touches, making guests feel like treasured visitors.

Weakness:

One thorn on the rose is the irregularity in the quality of service guests receive. With word of mouth being an effective marketing, different people can have widely varying experiences at the same hotel, leading to displeasure. Although development has been made, some hotels still struggle with their online advancements. Reservation systems, communication, and virtual experiences could be improved. The digital breach is a stain on the customer experience canvas. Not all lodging staff get appropriate preparation, bringing about errors, neglected assumptions, and inconsistent assistance.

Opportunities for CX Consulting:

A CX Consulting firm can step in and help hotels address these flaws and boost the guest experience. By offering in-depth training to the hotel workforce, a consulting firm can elevate the standard and make sure all guests receive consistent, high-quality service. Consultants can direct lodgings in making their online presence smoother and more captivating, from simple booking stages to vivid virtual encounters. Through examining information and understanding guests, a consulting firm can help lodgings in making customized experiences that take care of individual inclinations.

Airline – As Michael O’Leary quotes “The greatest asset of any airline is its customers. Without them, we would have no airline.” Delivering exceptional customer service is a must to sustain and grow in the airline industry.

Strength:

A critical positive lies in how airlines have extended connectivity inside Nepal and internationally, making travel more convenient and providing travelers with expanded choices. Several airlines have invested in improving facilities both on-board and at airports, capping in a more enriched travel experience for passengers. These include in-flight entertainment, in-flight dining, waiting lounges amenity kits etc. Airlines often incorporate elements of Nepal’s diverse culture into their offerings, creating an environment rich in local art, cuisine, and warmth.

Weakness:

A huge concern spins around upholding consistent flight timetables, with continuous postponements disturbing itinerary plans and causing passenger disappointment. Prominently missing are effective points of contact for passenger communication, both before and following the journey, resulting in a deficiency of personal engagement between the customer and the CX Team. Insufficient communication during disturbances or postponements leads to misunderstanding among passengers causing an absence of commitment and passenger dissatisfaction.

Opportunity for CX Firm:

Partnering with a CX Consulting firm can benefit airlines in shaping widespread and crystal-clear communication approaches to keep passengers up-to-date during disturbances and postponements. It enhances airlines’ readiness to handle operational disruptions through effective contingency planning. Consultants also provide innovative ideas for smooth pre-, onboard, and post-flight traveler experiences.

Telecom – In Nepal’s telecom sector, diverse qualities and flaws emerge in customer service. Amidst these, a CX consulting firm can enhance satisfaction by addressing challenges.

Strength:

The telecom business sparkles in extending networks across Nepal, empowering far and wide availability. Many telecom companies offer talk-time and data plans that are light on the wallet. Digitalization has paved the way for convenient and user-friendly access for all customers.

Weakness:

Tariff complexity confuses users, hindering optimal plan selection. Limited support channels lead to delayed issue resolution and customer displeasure, a crack in the façade. One tough nut to crack would be signal interruptions and call drops frustrate users, hindering smooth communication.

Opportunity for CX Firm:

Collaborating with a CX Consultant improves network stability, reduces call drops, and ensures reliable call quality. Consultants simplify tariff structures, aiding customers in effective plan selection through user-friendly knowledge. Through effective multi-channel support, telecom firms’ fast-tracks issue resolution and elevate customer satisfaction levels.

In conclusion, improving digital interfaces, personalizing experiences, and understanding target customers can revolutionize and be a game changer to customer satisfaction significantly.

Satish Sharma, Co-Founder and Operation Director at Kantipur Management Private Limited.