The document discusses new realities in customer service. It identifies four key shifts: 1) Changing customer relationships with more complaints about unresponsiveness and poor service. 2) Increased customer empowerment as customers demand more choices in product support. 3) Greater customer co-production as customers want more involvement in service processes. 4) The need to satisfy employees to promote stronger customer loyalty and ensure positive customer experiences. The document stresses the importance of meeting these new realities through superior service, empowering customers, preventing service failures, and developing personal relationships with customers.

1. WHAT ARE
THE NEW
SERVICES
REALITIES?

2. ROOT CAUSES OF CUSTOMER FAILURE

3. Service firms lagged behind because :
1. they were small
2. they were professional businesses sans
marketing
3. faced large demand or little competition

4. 1. A SHIFTING CUSTOMER
RELATIONSHIP
CUSTOMER COMPLAINTS
INACCURATE INFORMATION
UNRESPONSIVE
RUDE AND POORLY TRAINED
STAFF
LONG WAIT TIMES

5. PROVIDING SUPERIOR SERVICE TO ALL CUSTOMERS

6. WHIRLPOOL INDIA offers an extended service plan
-Value Plus- for its product range at a nominal cost,
saving customers from unexpected costs even after a
product’s warranty period has expired.

7. MOST POWERFUL
EMPOWERING
SOURCE TO THE
CUSTOMERS
DEALING WITH
MULTITUDE OF
SERVICE PROVIDERS
2. CUSTOMER EMPOWERMENT
CUSTOMERS ARE INCREASINGLY BECOMING SOPHISTICATED ABOUT
BUYING PRODUCT-SUPPORT SERVICES AND ARE PRESSING FOR
“UNBUNDLED SERVICES”

8. 3. CUSTOMER COPRODUCTION
CUSTOMERS OFTEN FEEL THEY DERIVE MORE VALUE AND FEEL A
STRONGER CONNECTION TO THE SERVICE PROVIDER IF THEY ARE
ACTIVELY INVOLVED IN A SERVICE PROCESS.
PREVENT SERVICE FAILURE
INVOLVE CUSTOMERS

9. 4. satisfying employees as
well as customers
Excellent service companies know that positive employee attitudes will
promote stronger customer loyalty.
PAMPER CUSTOMERS
DEVELOP A PERSONAL RELATIONSHIP
WITH CUSTOMERS DELIVER QUALITY SERVICE TO SOLVE
CUSTOMER PROBLEMS
ACCURATELY READ CUSTOMER NEEDS

10. MADE BY SAKSHI
UPADHYAYA,
RKGIT
GHAZIABAD, FOR
THE INTERNSHIP
UNDER PROF
SAMEER
MATHUR, IIM
LUCKNOW.
THANK YOU