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DESIGNING
AND
MANAGING
SERVICE
What
are
new
service
realties
?
CUSTOMER
EMPOWERMENT
Customer
choices
are getting
sophisticat
ed
90% Of Angry Customers Reported Sharing Story With A
Friend .
PlanetFeedback.com and MouthShut.com
helps customers to post a complaint publicly.
So
Companies
should
respond
quickly.
Responses Must Be Implemented
Believe
in….
1. Sending Automated response
regarding when a complete answer
will arrive
2. Subject Line -> “ Name of
Company”
3. Easy , Relevant info in mail
4. Provide customers with
easy way for follow-up
CUSTOMER
COPRODUCTION
Customers
play active role
in
delivery of
service
Customer Feel More Stronger
When They Are Actively Involved In Service Process
This Coproduction puts
stress on employees ,
reducing their
satisfaction.
According
to a
Study
One-third of
all service
problems
are caused by
customers
Preventing service failures is crucial ….
Since
recovery
is always
challeng
ing
Many companies find
customer
more difficult
Root Causes of Customer Failure
CUSTOMER AND EMLOPYEE
Satisfaction
Positive employee
attitude
promotes…..
Stronger
Employees thrive in
customer-contact
positions
when
they have an internal
drive to :
Pamper
Customers
Accurately read
customers need
Develop A
Personal Relationship With Customer
Deliver
Quality service
to
Solve
customers’
problem
GIVEN
IMPORTANCE
OF
POSITIVE ATTITUDE
COMPANIES SHOULD HIRE
BEST EMPLOYEES
Market career
Rather than
Just a job
In order
to do
this
compan
ies
should
…
Design
training
program
provide
support and
rewards
for
good performance
Use various facilities
to reinforce customer-centered attitude
Employee
job satisfaction
regularly
Customer Empowerment
Customer Coproduction
Satisfying Employees
as well as Customers.
RECAP :-
A presentation by-
Prasad Vadnere V.J.T.I. , MUMBAI
during an internship by Prof. Sameer Mathur , IIM Lucknow.
www.IIMInternship.com