PPT guide 3

1. Developing competitive
advantage through customer
service
Presented by
Ana María Naranjo
Mónica Andrea Sánchez Rojas

2. Morrisons case study
Was founded over 100 years ago as a stall in Bradford market

3. Differentiating the business
• Characteristics that stands out against other
competitors

4. Achieving competitive advantage
• Specialized employess
• In 2010 it employed more than 131,000 people
• Opportunities for learning and growth

5. Four components of customer service
1. Information
2. Specialist attention
3. After sales service
4. Convenience

6. Measuring customer service
• Quantitative
• Qualitative
• HOT fhilosophy

7. The benefits of
customer service
Developing colleagues to
satisfy customers

8. Supporting
business
objectives
A good customer service
feeds directly into
strategies