Chapter - 20 Developing and Managing the Customer-Service Function

Chapter - 20

Objectives of the Session

To understand

Customer-Service Definition mproving Customer-Service Technolog! to mprove Customer-Service The Customer-Service Management C!cle

Chapter - 20

Customer-Service Definition
Customer service is the abilit! of an organi#ation to constantl! and consistentl! give the customer $hat the! $ant and need%

Chapter - 20

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mproving Customer-Service

Divide the basic service into separate service activities Conduct periodic surve!s 'rovide necessar! infrastructure and advanced technolog! Trac( changes in the e)ternal environment

Chapter - 20

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Technolog! to mprove Customer-Service

ncrease the efficienc! of the compan! Save the cost ncrease the time utilit! ncrease the customer satisfaction

Chapter - 20

The Customer-Service Management C!cle

,nderstand the Customers

Selecting the target- defining the service and the users of service Determining the service characteristics Developing customer profile ,nderstanding customer.s perception of the service provider

Chapter - 20

The Customer-Service Management C!cle

Set Customer Service Standards

Standard in procedural dimension of customer service Standard in personal dimension of customer service Setting the standards in stone

Chapter - 20

The Customer-Service Management C!cle

1ncourage Team 2or( and CustomerOrientation among 1mplo!ees

dentif! and anal!#e all the jobs in the organi#ation that deal $ith customer service function 3ecruit right candidate for job Train and develop the job incumbent 'rovide teams $ith able leaders Cultivate the right organi#ational culture

Chapter - 20

The Customer-Service Management C!cle

1stablish the control s!stems 'revent the problems rather fi)ing them

Chapter - 20

1nhancing Customer Service Through mproved Service Deliver! 'rocess

Factors influencing service deliver!

2ho sells the service6 Do service personnel need to interact $ith the customer often6 2ho hires the service6 7o$ long does the service deliver! ta(e6 7o$ fle)ible is the capacit!6 7o$ fle)ible is the service6 7o$ fre8uentl! is the service purchased6 7o$ comple) is the service6 2hat is the e)tent of ris( involved6
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Steps to mplement an 1ffective Customer Service 'rogram

'lace the right person in the right job 9dminister training programs Serve information needs of customers 3esolve problems 8uic(l! and tal( pleasantl! Standardi#e service deliver! mechanisms Fi) reasonable prices Outsource some activities 9ttempt to prevent problems 1valuate emplo!ee performance
Chapter - 20 55

Summar!

Customer : Service Definition mproving Customer:Service Technolog! to mprove Customer-Service The Customer-Service Management C!cle The Customer-Service Management C!cle Offering Supplementar! Services in 9ddition to Core Services 1nhancing Customer Service Through mproved Service Deliver! 'rocess Steps to mplement an 1ffective Customer Service 'rogram
Chapter - 20 52

Thank you
Chapter - 20 13