Federal Express

Federal Express: Customer Service Department, IIGroup 4Shruti Mandal PGP/17/050Ajinkya Pachghare PGP/17/128Pratibha Pal PGP/17/158Srilekha Bhattiprolu PGP/17/178Srishty Barla PGP/17/179Subrata Pradhan PGP/17/180Harsh Naroliya PGP/17/208

AGENDA

Case facts

Case facts

4INTERNAL CONFLICTCustomer Services PerspectiveSales Representative Perspective

Benefits of COSMOS

Pros and Cons of COSMOS

Personalized or Customized

Familiarize customers with service processes in advanceTeach customers how to use service to their best knowledgeRecognize and reward valued customer through personal contacts

8

5 Ws Model: for effective customer service communication.

Why: Todays pressures on agents are different than in the past. They are asked to handle more customer, more volume, more complex and/or complicated calls. After all if we could handle our issues with self service, we probably would not call. But if we tried self service and it didnt work, now were upset and its an escalated call from the get go.9OfferingsSingle contact for all your dealings at no additional cost from anywhere

New services offered after Cosmos implementation

Recommendations

Internal CommunicationSelect one of the influential sales representative from each collecting center Train regarding the COSMOS system These trained representative will educate the rest of the sales representative to the cosmos systemObjective of the training will be to focus on your core responsibility of getting new customers and expand the business

External CommunicationEducating the customers about the process and benefits of cosmos through the print ads

Unique Identification number for valuable customers

Dropping a user guide template at the door step for fragmented customers

Targeting big ticket customers

Sales rep will be contacted by the customers

The rep will handle the business communications

Before returning the rep will also educate the customer about the latest technology i.e. COSMOS

11Expected Service ImprovementsReduced uncertainty and perceived risk by providing standardised process and information

Uniform service experience

Single information flow

Easier to track customers and shipments

Single point of contact

Thank You