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Dimensions that need to be enhanced in warid
• Credibility
• Security
• Access
• Communication
• Understanding the customer
Assurance
Empathy
ISSUE-1Dimensions of Quality
5 Service Dimensions Customers Care About
The Service Triangle
Internal Marketing
Interactive Marketing
External Marketing
Company
CustomersEmployees
enablingpromises
delivering promises
Its the real time marketing were promises are kept
settingpromises
Reason of Failure
Gap 3 - The Service Performance Gap
Gap 5 - The Customer Gap
• Hire the best employees
• Train the right employees
• Develop and support employees
– train employees
– provide appropriate technology & equipment
– empower employees
Boundary Spanners
• Retain good employees
– measure and reward service quality achievements
– develop equitable and simple reward systems
You are a
Star Service
Provider
Strategies to close the gap
Tangibilize and communicate the service quality delivered.
By Follow-up techniques i.e. Emailing the customer whether the call clarity problem has been resolved
Perceivedservice
Expectedservice
Customer Gap
ISSUE-2Market Share
Reason of Less Subscribers?
Through Mobilink -WaridMerger
•Warid initially used aggressive marketing strategies
• To capture the market
•Gave tough competition to all players including Telenor that entered the market during the same time.
• But later on, Warid’s marketing team lost its spirits due to service quality
• Merging of both is a mutual decision by implementing combination of
• Market Development & Service Development
For Current Users of Warid
Mobilink’s 3G Service would be available as a “New Service”
For New Users of Warid:
New user can avail 4G/LTE service could act as a “Market Development”
• Staff of the branch has been found less motivated towards Organizational objectives
• Employees of Warid are fed up with their work
Conclusion And Recommendations
Develop People to Deliver Service QualityTrain for interactive skills
• Training program by Warid HR Manager for its existing employees
• Customer service representatives should be trained adequately to enhance their opening and call ending greetings , tone of voice , politeness etc
Retain The Best People
On the basis of employee performance, they should be rewarded with benefits like time flexibility
New Product Development:
Warid must start Online services like Easy Paisa of telenor an Timepey of Zongto attract more customers
Summary:Mystery Calling should be executed to
enhance performance standards
Training for interactive skillsRetaining The Best Performers by RewardingProvide technical SupportEmployee Empowerment
We believe that these recommendations will help the call center to minimize its service
gap.
Thank You!