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.

E-mail

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