Customer Service In India

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  • 1. Customer Service In India
    Presented By:-
    Bhanwar Singh
    MBA 4th Sem
    Krupanidhi Business School
  • 2. 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
  • 3. Customer Service
    The four things the Customer wants:
    • Friendly, caring service
    • 4. Flexibility
    • 5. Problem resolution
    • 6. Recovery
    The two types of Customer Service
    • Reactive Customer Service
    • 7. Proactive Customer Service
    Surprise think?
    Out of the entire customers you are loosing:
    • 1% die
    • 8. 3% move away
    • 9. 9% go away for cheaper prices
    • 10. 19% are chronic customers
    • 11. 68% leave due to bad service
  • There is two models for better customer Service
    GUEST Model
    Good Customer Service rests on 3 P’s
    G- Greet the customers
    U- Understand customer needs
    E- Explain features and benefits
    S- Suggest additional items
    T- Thank the customer
    People
    Best Model
    Process
    • B: Being the customer interaction
    • 12. E: Establish the customers agenda
    • 13. S : Satisfy the customer’s needs.
    • 14. T: Thank the customer and verify the next step
    Product
  • 15. Customer Service In Different Countries
    http://www.serviceuntitled.com
  • 16. Manufacturers
    Organized Sector
    Whole seller
    Retail Sector
    Distributor
    Retailer
  • 17. Retail Sector In India Due to Better Customer Service
  • 18. Indian Hospitality Sector
    Major Players
  • 19. For Example Tourism In India Due To Customer Service
  • 20. Indian Telecom– on the cusp of paradigm shift
    • Revenue to increase 3 times in the next 5 years
    • 21. 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
    • 22. Mobile subscriber base has surpassed the fixed lines
  • India outshining China
    India Vs China in comparable years of service
    Subscriber
    In millions
    Years
    In the 9th year of wireless operation
    China 6.8 million
    India 28 million
  • 23. Service Satisfaction of Customer In Telecom Sector
    RCOM targets to reach the 200 million subscriber milestone within 1000 days.
    Impacts of Better Customer on Different-Different Sectors(Continued……..)
  • 24. SWOT Analysis of Hospitality Sector In India
  • 25. SWOT Analysis of Indian Retail Sector
  • 26. Benefits of Customer Service
    Major Benefits
    Satisfied Customers
    Customer Loyalty
    Less Costs Needed to Attract New Customers
    Edge on Competitors
    Promotes Customer Service Employee Retention
    Personal Benefits WIFM:
    Less stress
    Higher efficiency
    More job satisfaction
    Organizational Benefits:
    Key to survival and success
    Motivated teamwork
    Cost effective
    Adds to the company bottom line
  • 27. 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