Customer Service Crusader is synonymous with Sunil - that's how passionate he is about it.
Sunil's career has been an endeavour in gathering expertise and refining the quality of service across diverse businesses. Spanning almost three decades, across multiple industries and with extensive international business exposure, he has developed a very high level of proficiency in customer service. His expertise, coupled with the multiplicity of his experience, equips him to successfully break through the barriers of basic customer satisfaction, rapidly escalating the quality of service towards a superior customer experience.
In the last decade, technology has exploded on the business horizon, new insights to the customer psyche have been identified and the scope of pleasing the customer has gone from the sliver of satisfaction to the all-encompassing customer experience. But the fundamentals of servicing the customer have, in one form or another, remained consistent. This conviction has led him to delve deep into reasoning and unravelling the bleak state of service quality as it stands today.
With years of scrutinising service standards across a miscellany of industries globally, Sunil has acquired a keen understanding of the commonality in customer service that transcends businesses in their diversity and uniqueness. An insight, revealing the singular fact about service that stares us in the face, and yet, elude us. It is the one tenet about service which brings clarity to this quagmire called Customer Service, that has almost every business floundering in.
His book, Plinth:The foundation of customer service, based on that tenet, divulges for every service focused business and service committed individual, the open secret of what makes for the foundation of a successful service organization and a skilled competent service professional.
Today, Sunil consults with companies that desire to build their service organizations from the ground up, strengthening ability and sustaining competency, for the longevity of their business. He also shares his time with documenting his experiences and assimilated expertise, making them available to anyone interested in the true essence of customer service.
Sunil’s mantra of success is, “Get your basics right and keep it simple.”