session -customer service & service leadership

7/30/2019 Session -Customer Service & Service Leadership

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Session 3

Customer Service

And

Service Leadership


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Session 3- Customer Service 2

What is a Service?

A service is any act or performance that

one party can offer to another that is

essentially intangibleand does not resultin the ownership of anything. Its

production may or may not be tied to a

physical product.


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Service vs. Customer service

Service encompass a wide range of industriesin the field of communications, hotels, utilities,transportation.

Customer Service: Provided by all types ofcompanies these are services provided insupport of a company's core products. These

include answering questions, taking orders,dealing with billing issues, handling complaints,scheduling maintence and repairs.


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The Service Product

Generic benefits

Price

Features

Packaging

Quality

After salessupport

Warranty

Providers

appearance

Brand image

Physical

surroundings

Providers

behaviour


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Five categories of services / products

Pure tangible goods

Tangible goods with accompanying

services Hybrid

Major service with accompanying minor

goods and services Pure services


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Characteristics of Services


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Marketing Strategies for Service Firms

Product

Price

Promotion

Place

People

Physical evidence, and

Process

Traditional 4 P marketing approach


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Marketing Strategies are based on

1. Factors not visible to the customer:

Internal organization system

2. Factors visible to the customer: Physical environment

Contact personnel

External communication by the serviceprovider, and

Word of mouth communication


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The Basics of Customer Service

A friendly, pleasant greeting

A positive & helpful attitude

A professional & accurate

business transaction A quick resolution tocustomers problem

A sincere thank you for their

business An apology for any delay

Doesnt it sound too simple?


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Essentials of Customer Care - a

Case of Automobile Industry

Reliability and failure frequency

Downtime duration

Service dependability Out of pocket costs of maintenance and

repair service

Availability of spares Prompt settlement of warranties

Handling of complaints


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Remember:If your customer isdissatisfied, he has a right to switch,

but you haveNONE.


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Remember Me?

The customer always ______ in the end.He or she has a ________.

The customer will forgive _______ but willnot forgive bad _______.

Treat customers as _________ and theywill treat you as an _________.


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Service Leadership


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Which Airline Would You Prefer to

Fly with?

Why?

Or
http://images.google.co.in/imgres?imgurl=http://www.airfares.com.sg/Airline_Logo/air-ic.jpg&imgrefurl=http://www.airfares.com.sg/airfares/Seaman%2520Fares/7_at_ic_seaman.htm&h=34&w=180&sz=11&hl=en&start=6&tbnid=ejyrdkq5tUMtsM:&tbnh=19&tbnw=101&prev=/images%3Fq%3Dindian%2Bairline%2Blogo%26svnum%3D10%26hl%3Den%26lr%3D%26sa%3DG


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Characteristics of Service Leaders

Service Vision Service obsession: Service through people

Service as a profit centre

Nichemanship: tailor your service delivery strategy to suityour customers requirements

High Standards Quality obsession: Doing things right the first time

Reliability

Cost orientation

In-the field Leadership Style

Proactive to customers needs Innovative

Be first

Empowerment Make the service provider more responsible

Integrity


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Thank You

session -customer service & service leadership

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