2.what are new service realities
TRANSCRIPT
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DESIGNING
AND
MANAGING
SERVICE
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What
are
new
service
realties
?
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CUSTOMER
EMPOWERMENT
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Customer
choices
are getting
sophisticat
ed
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90% Of Angry Customers Reported Sharing Story With A
Friend .
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PlanetFeedback.com and MouthShut.com
helps customers to post a complaint publicly.
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So
Companies
should
respond
quickly.
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Responses Must Be Implemented
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Believe
in….
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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
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CUSTOMER
COPRODUCTION
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Customers
play active role
in
delivery of
service
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Customer Feel More Stronger
When They Are Actively Involved In Service Process
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This Coproduction puts
stress on employees ,
reducing their
satisfaction.
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According
to a
Study
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One-third of
all service
problems
are caused by
customers
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Preventing service failures is crucial ….
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Since
recovery
is always
challeng
ing
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Many companies find
customer
more difficult
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Root Causes of Customer Failure
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CUSTOMER AND EMLOPYEE
Satisfaction
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Positive employee
attitude
promotes…..
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Stronger
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Employees thrive in
customer-contact
positions
when
they have an internal
drive to :
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Pamper
Customers
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Accurately read
customers need
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Develop A
Personal Relationship With Customer
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Deliver
Quality service
to
Solve
customers’
problem
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GIVEN
IMPORTANCE
OF
POSITIVE ATTITUDE
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COMPANIES SHOULD HIRE
BEST EMPLOYEES
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Market career
Rather than
Just a job
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In order
to do
this
compan
ies
should
…
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Design
training
program
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provide
support and
rewards
for
good performance
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Use various facilities
to reinforce customer-centered attitude
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Employee
job satisfaction
regularly
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Customer Empowerment
Customer Coproduction
Satisfying Employees
as well as Customers.
RECAP :-
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A presentation by-
Prasad Vadnere V.J.T.I. , MUMBAI
during an internship by Prof. Sameer Mathur , IIM Lucknow.
www.IIMInternship.com