Outrageous Customer Service Take your business beyond customer service.
Customer service
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Transcript of Customer service
Customer service
Define…….Set of activities an organization uses to win and retain customer satisfaction.
Provide…….Before-During-After
Elements of customer service
Main elements are…….1. Organization2. Customer care3. Communication4. Front-line people5. Leadership
Going to discuss in detail >>>>>>>>
1-Organization
Same level of quality for all customers Acc. To segmentsSegmentation(process)>Segment(product)
Behavioral segmentation
On BehaviorDemographic segmentation
On demographicAttitudinal segmentation
On attitude
Task to maintain same level of quality
Maintain “Service quality handbook”
Communicate to employs …… & how?• Videos
• Personal coaching• Meetings
• Internet sites
Some time “entire process” change in order to…….ExamplesOnline booking in railways & buses
Physical space must be recognize to ……Examples“Quick care” in haris methodist hospital“One stop” in belmost university“Rickshaws stand”
2-Customer care
Do you guys know??Who is real provider of wages to employs?Who is real provider of profit to organization?ExampleCosmetic store
Code of ethics
3-Communication
ConstantCommunication-----------------------Service quality If gap Examples DissatisfactionAutomated calls, messages, mails (coc, ptcl)Websites (BZU, Iomega)
4-Front line people
Why we need trained Front line people?
4 things we have to do……1. Hire the best2. Develop the best employs into professionals3. Motivate the professionals to stay4. Leadership
1-Hire the best
+ve impact -ve impact Best personality Ugly lookPleasant voice Trembling voiceHigh temper Low temperSmiley face Sad faceExampleLocation v/s personality
2-Develop best employs into professionals
• By giving training and coaching• Strongly order to retain customer rather on
the cost of company ExamplePTCLDelivering of ticket by jewelry shopOne customer needs balanced with others
3-Motivate professionals to stay
Why motivate them to stay?
Retain them through…1. Giving authority to solve problems by
themselves2. Reward
3. Help to learn quickly
4-Leadership
Always remember no quality improvement succeeded without management involvement.ExamplesAmerican airlinesGeneral motorsGen.Raheel shareef
Additional comments
Gaining new customer is lengthy procedure.
Service quality is an activity.
You should be pro-active.
Characteristics and expectationsDelivery On time and no damage
Installation Setup instruction and technician if needed
Use Manuals
Field repair Experts
Customer service Friendly
Warranty Clearly stated