Customer complaint: Service below
expected level
 Excuse: Nobody’s perfect and we can’t
make every customer happy

In Travel &
tourism
industry
customer
service is not
about
meeting
expectations
but
exceeding
them due to
high level of
co...






Thomas Cook India wins two titles
‘The Best Tour Operator’ and ‘The Best Forex
Company’ at the CNBC Awaaz Travel ...
Own
assessment
Customer
feed back

Continual
improvement

Satisfied customer
Own assessment
Customer Feed Back
Measure Key
performance
Indicator

Referenceability

Periodic Audit
and Review with
Team...


“Pizza Hut, American’s favorite Pizza
cares a lot about their customers. By
finishing the short survey, you will receiv...
Customer Loyalty
 Competitive edge
 Cost to Company
 Happy Customers

Customer complaint: Timely delivery of
service
 Excuse: Good service requires time and
guests expect that











Responsive to changing needs
Timely ERP implementation
Designed for the everyday and for exceptions
FedEx...




“At FedEx, we believe
there is a crucial link
between team members’
satisfaction and customer
satisfaction and loyal...










Better speed
Better and cheaper
plans
Nation wide
presence
No hidden charges
BUT??

Worst fault manageme...
strategic management
strategic management
strategic management
strategic management
strategic management
Upcoming SlideShare
Loading in …5
×

strategic management

207 views
170 views

Published on

customer complaint issues

Published in: Business, Education
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
207
On SlideShare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
4
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

strategic management

  1. 1. Customer complaint: Service below expected level  Excuse: Nobody’s perfect and we can’t make every customer happy 
  2. 2. In Travel & tourism industry customer service is not about meeting expectations but exceeding them due to high level of competition. Value feedback from our customers on any aspect of their experience with Thomas Cook Group Implemented new customer relations management system that will enable the company to tailor its communicati ons with, and service to, customers, according to their personal preferences All employees take a course on how to create dream holiday experience s for their customers through caring and respectful service
  3. 3.    Thomas Cook India wins two titles ‘The Best Tour Operator’ and ‘The Best Forex Company’ at the CNBC Awaaz Travel Awards 2012 Thomas Cook Group was ranked 26th of 500 UK companies named as ‘superbrands’ based on independent consumer research into quality, reliability and distinction Cruise Thomas Cook won ‘Best Customer Service’ and ‘Best Overall Tour Operator/Partner’ at the Co-operative Travel Star Awards
  4. 4. Own assessment Customer feed back Continual improvement Satisfied customer
  5. 5. Own assessment Customer Feed Back Measure Key performance Indicator Referenceability Periodic Audit and Review with Team Customer Survey Continual Improvement Determine areas of improvement based on customer feedback& own assessment Quantifiable goals
  6. 6.  “Pizza Hut, American’s favorite Pizza cares a lot about their customers. By finishing the short survey, you will receive 10 chances to win $1,000 cash plus receive a chance to instantly win other great prizes. Plus a chance to instantly win one of our other great prize with a combined value of $1,500 weekly. Share your feedback and comments for Pizza Hut.”
  7. 7. Customer Loyalty  Competitive edge  Cost to Company  Happy Customers 
  8. 8. Customer complaint: Timely delivery of service  Excuse: Good service requires time and guests expect that 
  9. 9.        Responsive to changing needs Timely ERP implementation Designed for the everyday and for exceptions FedEx Tracking System Scalability—can easily add incremental volume Workforce More than 160,000 employees worldwide Average Daily Volume More than 3.9 million packages and 11 million pounds of freight Service Area More than 220 countries and territories, including every address in the United States Air Operations More than 375 airports served worldwide Air Fleet 634 aircraft, including
  10. 10.   “At FedEx, we believe there is a crucial link between team members’ satisfaction and customer satisfaction and loyalty,” said Cary Pappas, president of FedEx Customer Information Services. FedEx has ranked number one in the Express Delivery industry for 12 consecutive years
  11. 11.         Better speed Better and cheaper plans Nation wide presence No hidden charges BUT?? Worst fault management Poor customer care Results--

×