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WHAT ARE THE NEW SERVICES REALITIES?
ROOT CAUSES OF CUSTOMER FAILURE
Service firms lagged behind because :
1. they were small2. they were professional businesses sans
marketing3. faced large demand or little competition
1. A SHIFTING CUSTOMER RELATIONSHIP
CUSTOMER COMPLAINTS
INACCURATE INFORMATION
UNRESPONSIVE
RUDE AND POORLY TRAINED
STAFF
LONG WAIT TIMES
PROVIDING SUPERIOR SERVICE TO ALL CUSTOMERS
WHIRLPOOL INDIA offers an extended service plan
-Value Plus- for its product range at a nominal cost,
saving customers from unexpected costs even after a
product’s warranty period has expired.
MOST POWERFUL EMPOWERING SOURCE TO THE CUSTOMERSDEALING WITH
MULTITUDE OF
SERVICE PROVIDERS
2. CUSTOMER EMPOWERMENT
CUSTOMERS ARE INCREASINGLY BECOMING SOPHISTICATED ABOUT BUYING PRODUCT-SUPPORT SERVICES AND ARE PRESSING FOR “UNBUNDLED SERVICES”
3. CUSTOMER COPRODUCTION
CUSTOMERS OFTEN FEEL THEY DERIVE MORE VALUE AND FEEL A STRONGER CONNECTION TO THE SERVICE PROVIDER IF THEY ARE ACTIVELY INVOLVED IN A SERVICE PROCESS.
PREVENT SERVICE FAILURE
INVOLVE CUSTOMERS
4. satisfying employees as well as customers
Excellent service companies know that positive employee attitudes will promote stronger customer loyalty.
PAMPER CUSTOMERS
DEVELOP A PERSONAL RELATIONSHIP
WITH CUSTOMERS DELIVER QUALITY SERVICE TO SOLVE
CUSTOMER PROBLEMS
ACCURATELY READ CUSTOMER NEEDS
MADE BY SAKSHI UPADHYAYA, RKGIT GHAZIABAD, FOR THE INTERNSHIP UNDER PROF SAMEER MATHUR, IIM LUCKNOW.
THANK YOU