WHAT ARE THE NEW SERVICES REALITIES?

ROOT CAUSES OF CUSTOMER FAILURE

Service firms lagged behind because :

1. they were small2. they were professional businesses sans

marketing3. faced large demand or little competition

1. A SHIFTING CUSTOMER RELATIONSHIP

CUSTOMER COMPLAINTS

INACCURATE INFORMATION

UNRESPONSIVE

RUDE AND POORLY TRAINED

STAFF

LONG WAIT TIMES

PROVIDING SUPERIOR SERVICE TO ALL CUSTOMERS

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.

MOST POWERFUL EMPOWERING SOURCE TO THE CUSTOMERSDEALING WITH

MULTITUDE OF

SERVICE PROVIDERS

2. CUSTOMER EMPOWERMENT

CUSTOMERS ARE INCREASINGLY BECOMING SOPHISTICATED ABOUT BUYING PRODUCT-SUPPORT SERVICES AND ARE PRESSING FOR “UNBUNDLED SERVICES”

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

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

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

THANK YOU