Customer Service In India
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Customer service is the provision of service to customers before, during, and after a purchase. Good customer service relies on principles like greeting customers, understanding their needs, explaining products and services, suggesting additional items, and thanking customers. Customer service is important because 68% of customers will leave due to bad service. Providing good customer service leads to benefits like satisfied and loyal customers, lower costs to attract new customers, competitive advantages, and personal and organizational benefits like increased job satisfaction and a motivated workforce. Customer service is a key factor in the growth and success of industries in India like retail, hospitality, and telecommunications.
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7. hapzi ali, et al., 2016, mercu buana univversity,ijer scopus
Prof. Dr. Hapzi Ali, CMA
Universitas Mercu Buana (Mercu Buana University), Jakarta Indonesia
Bidang Ilmu: Marketing & Business Management, Research Method, MIS, Good Corporate Governance
www.mercubuana.ac.id.
email: hapzi.ali@gmail.com, hapzi.ali@mercubuana.ac.id
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This document is a project report submitted by Sai Srinivas Kotni to the Indian Institute of Technology in Kharagpur, India to fulfill requirements for a Master of Business Administration degree. The report analyzes customer care services across the e-commerce industry in India, with a focus on benchmarking Snapdeal's services against its competitors. The report includes a literature review on different business models, a description of the project scope and methodology, results from a questionnaire assessing customer perceptions of major e-commerce sites, and conclusions and recommendations.
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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
- 4. Flexibility
- 8. 3% move away
- 9. 9% go away for cheaper prices
- 10. 19% are chronic customers
- 12. E: Establish the customers agenda
- 13. S : Satisfy the customer’s needs.
- 14. T: Thank the customer and verify the next stepProduct
- 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
- 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