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