Customer Service In India<br />Presented By:-<br />Bhanwar Singh<br />MBA 4th Sem<br />Krupanidhi Business School<br />
What is Customer Service ?<br />    Customer service is the provision of service to customers before, during and after a p...
Customer Service<br />The four things the Customer wants:<br /><ul><li>Friendly, caring service
Flexibility
Problem resolution
Recovery</li></ul>The two types of Customer Service<br /><ul><li>Reactive Customer Service
Proactive Customer Service</li></ul>Surprise think?<br />Out of the entire customers you are loosing:<br /><ul><li>1% 	die
3% 	move away
9% 	go away for cheaper prices
19% 	are chronic customers
68% 	leave due to bad service</li></li></ul><li>There is two models for better customer Service<br />GUEST Model<br />Good...
E: Establish the customers agenda
S : Satisfy the customer’s needs.
T: Thank the customer and verify the next step</li></ul>Product<br />
Customer Service In Different Countries<br />http://www.serviceuntitled.com<br />
Manufacturers<br />Organized Sector<br />Whole seller<br />Retail Sector<br />Distributor<br />Retailer<br />
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Customer Service In India

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Customer Service In India

  1. 1. Customer Service In India<br />Presented By:-<br />Bhanwar Singh<br />MBA 4th Sem<br />Krupanidhi Business School<br />
  2. 2. What is Customer Service ?<br /> Customer service is the provision of service to customers before, during and after a purchase.<br /> 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."<br />Customer Service is<br />80% Attitude<br />&<br />20% Technique<br />
  3. 3. Customer Service<br />The four things the Customer wants:<br /><ul><li>Friendly, caring service
  4. 4. Flexibility
  5. 5. Problem resolution
  6. 6. Recovery</li></ul>The two types of Customer Service<br /><ul><li>Reactive Customer Service
  7. 7. Proactive Customer Service</li></ul>Surprise think?<br />Out of the entire customers you are loosing:<br /><ul><li>1% die
  8. 8. 3% move away
  9. 9. 9% go away for cheaper prices
  10. 10. 19% are chronic customers
  11. 11. 68% leave due to bad service</li></li></ul><li>There is two models for better customer Service<br />GUEST Model<br />Good Customer Service rests on 3 P’s<br />G- Greet the customers<br />U- Understand customer needs<br />E- Explain features and benefits<br />S- Suggest additional items<br />T- Thank the customer<br />People<br />Best Model<br />Process<br /><ul><li>B: Being the customer interaction
  12. 12. E: Establish the customers agenda
  13. 13. S : Satisfy the customer’s needs.
  14. 14. T: Thank the customer and verify the next step</li></ul>Product<br />
  15. 15. Customer Service In Different Countries<br />http://www.serviceuntitled.com<br />
  16. 16. Manufacturers<br />Organized Sector<br />Whole seller<br />Retail Sector<br />Distributor<br />Retailer<br />
  17. 17. Retail Sector In India Due to Better Customer Service<br />
  18. 18. Indian Hospitality Sector<br />Major Players<br />
  19. 19. For Example Tourism In India Due To Customer Service<br />
  20. 20. Indian Telecom– on the cusp of paradigm shift<br /><ul><li> Revenue to increase 3 times in the next 5 years
  21. 21. Current teledensity of 8.8 % set to increase to 20% in the next 5 years beating </li></ul> Government targets by 3 years<br /><ul><li> Growth rate about 2.5 million subscribers per month
  22. 22. Mobile subscriber base has surpassed the fixed lines</li></li></ul><li>India outshining China<br />India Vs China in comparable years of service<br />Subscriber<br />In millions<br />Years<br />In the 9th year of wireless operation<br />China 6.8 million<br />India 28 million<br />
  23. 23. Service Satisfaction of Customer In Telecom Sector<br />RCOM targets to reach the 200 million subscriber milestone within 1000 days. <br />Impacts of Better Customer on Different-Different Sectors(Continued……..)<br />
  24. 24. SWOT Analysis of Hospitality Sector In India<br />
  25. 25. SWOT Analysis of Indian Retail Sector<br />
  26. 26. Benefits of Customer Service<br />Major Benefits<br />Satisfied Customers<br />Customer Loyalty<br />Less Costs Needed to Attract New Customers<br />Edge on Competitors<br />Promotes Customer Service Employee Retention<br />Personal Benefits WIFM:<br />Less stress<br />Higher efficiency<br />More job satisfaction<br />Organizational Benefits:<br />Key to survival and success<br />Motivated teamwork<br />Cost effective<br />Adds to the company bottom line<br />
  27. 27. Conclusion : Dont’s<br />Don’t Forget<br />I will try<br />Unfortunately<br />Discount<br />We cant do that<br />Just a second<br />I am afraid<br />I don’t know<br />Cost problem<br />Don’t worry<br />No problem<br />But<br />You will have to<br />It’s a policy<br />

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