QAIRAGROUP 12 -

Ajay Norman

Ankur Kislaya

Melissa Alex

Saurabh Arora

Shivam Shukla

SERVQUAL ATTRIBUTES (1/3) 1)Reliability Call center had promised it would have been relaid in

1 working day, which did not happen, and the customer was forced to take up the issue again

Call center had not passed on the complaint to the Chennai Service Head and hence the complaint had been left unregistered

The Service head told him that the issue would be fixed within a day and again it took another 3 days of follow up before it was fixed

Failure to get the completion record signed

SERVQUAL ATTRIBUTES (2/3)2)Responsiveness Call center unavailable throughout the day The issue wasn’t addressed within a day as promised

by the call center Even after complaint was registered the issue wasn’t

fixed in one working day as promised by the service head

3)Assurance Assurance was given that the issue would be solved

within 1 working day multiple times Call center did not provide information on how to

register the complaint

SERVQUAL ATTRIBUTES (3/3)4)Empathy Call center was not available during work hours The service head did not take up the complaint

initially itself The issue caused inconvenience to the neighbours as

well5)Tangibles Even after the issue was fixed, it caused

inconvenience to the neighbours as it passed through their gates. The issue hence had not been fixed in an efficient manner

RECOMMENDATIONS

Chennai service head should understand and alleviate the problem by directing the call center.

Certainly there exists a Communication v/s Service Delivery Gap, which needs to be removed by improving the communication system.

Gap between Service Quality Specifications and Service Delivery should be improved by setting standards and training employees.

Company might look for cost effective ways of operating in areas of less customer density.

Thank you