Customer Service In India

Presented By:-Bhanwar SinghMBA 4th Sem

Krupanidhi Business School

What is Customer Service ? Customer service is the provision of

service to customers before, during and after a purchase.

According to Jamier L. Scott. (2002),“Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation."

Customer Service is

80% Attitude&

20% Technique

Customer ServiceThe four things the Customer wants: Friendly, caring service Flexibility Problem resolution Recovery

The two types of Customer Service

Reactive Customer Service Proactive Customer Service

Surprise think?Out of the entire customers you are loosing: 1% die 3% move away 9% go away for cheaper prices 19% are chronic customers 68% leave due to bad service

There is two models for better customer Service

G- Greet the customers U- Understand customer needs E- Explain features and benefits S- Suggest additional items T- Thank the customer

Best Model B: Being the customer interaction E: Establish the customers agenda S : Satisfy the customer’s needs. T: Thank the customer and verify the next step

GUEST Model Good Customer Service rests on 3 P’s

People

Product

Process

Customer Service In Different Countries

5546

4444

43

24

24

23

2216 16

15 13 7

CHINA Sweden India ItalyFinland Japan Great Britain BrazilUnited States France Canada DenmarkMexico Argentina

http://www.serviceuntitled.com

Retail Sector

Manufacturers

Whole seller

Distributor

Retailer

Organized Sector

Retail Sector In India Due to Better Customer Service

Indian Hospitality Sector Major Players

For Example Tourism In India Due To Customer Service

• Revenue to increase 3 times in the next 5 years• Current teledensity of 8.8 % set to increase to 20% in the next 5 years

beating

Government targets by 3 years• Growth rate about 2.5 million subscribers per month• Mobile subscriber base has surpassed the fixed lines

5072

93

130

164

199

108

78

48

138

2810

23-25

9

-

50.0

100.0

150.0

200.0

250.0

2002 2003 2004 2005E 2006E 2007E

0.0

5.0

10.0

15.0

20.0

25.0

30.0Total

Mobile

Revenues

Indian Telecom– on the cusp of paradigm shift

India outshining China

In the 9th year of wireless operationChina 6.8 millionIndia 28 million

0

5

10

15

20

25

30

1 2 3 4 5 6 7 8 9

China India

India Vs China in comparable years of service

SubscriberIn millions

Years

Service Satisfaction of Customer In Telecom Sector

subscriber(million)0

20406080

100120140 100

121.71

94.14

65.1 60.3 59.88

RCOM Bharti Airtel vodafoneBSNL Tata Idea

RCOM targets to reach the 200 million subscriber milestone within 1000 days.

Impacts of Better Customer on Different-Different Sectors(Continued……..)

SWOT Analysis of Hospitality Sector In India

SWOT Analysis of Indian Retail Sector

Strengths Increasing demand driven by

the country’s young working population

Increase in per capita income which in turn increases the household consumption

Improvement in the standard of living.

Technology intensive industry

Weaknesses Lack of expertise in Supply

Chain Management Lack of specialized

professionals in Industry Government Restrictions on

FDI Non-Availability of

Government Land.

Opportunities•Change in consumer behavior pattern and increase in disposable income.•Indian rural markets offer a sea of an opportunity for the retail sector.•Upcoming international Players

Threats•Indian taxation system favors small retail business. •Competition from unorganized Sector to the organized Sector.•Middle class Psychology.•Increasing Real Estate prices

Benefits of Customer ServiceMajor Benefits Satisfied Customers Customer Loyalty Less Costs Needed to Attract New Customers Edge on Competitors Promotes Customer Service Employee RetentionPersonal Benefits WIFM: Less stress Higher efficiency More job satisfactionOrganizational Benefits: Key to survival and success Motivated teamwork Cost effective Adds to the company bottom line

Conclusion : Dont’s Don’t Forget I will try Unfortunately Discount We cant do that Just a second I am afraid I don’t know Cost problem Don’t worry No problem But You will have to It’s a policy