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SERVICES MARKETING
Assignment No. 01
Group Members:
Mohammad Umar
15121008
Rida Sanaullah
15121009
Mohammad Mughani 15121011

Type of selected product(offering)

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The product/offering we have selected is customer care

services by Cellular companies i.e. Ufone, Jazz, Telenor etc .

It is actually falls in the category of Services that are

supported by the product.

Reasons

Cellular companies basically provides us services like New

Sim Card, Ownership Changing, Billing, Call, SMS, Mobile
Data etc

These services are supported by a tangible products that

are Sim Card, Broachers, etc

Where does it lay

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Customer care services falls in two categories

Now a days people search about buying any sort
of product or services

Consumers can only experience and evaluate

these services after purchase

Outline of Script
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Security
Check

Customer
convey his
problem &
Employee solve
it

Greeting the
customer and
Ask Sir How may
I help you?

Ticket number
called &
customer
appears at
counter

Listen the problem

and use Qmatic
System (Queue
management
System)

Generate ticket
give customer
and ask to Waite
for his turn

Communication of Script
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Through Greeters

Critique on Script
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Times consuming

Same procedure for all problems

Why only this Script

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One of the best system used to control

customer traffic

No opposition by Customers

Set by Top management

Who follow, Who dont

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Illiterate People

Hyper Personalities

VIP Customers

Protocol Oriented

Service Sabotage..
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Customer care centers manage this in following

way
Work with passion and patience

Involvement of top management

Call the security guard & give warning

Call the police

Consumer Decision making

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Problem/Need Recognition

Information Search
Alternatives Evaluation
Purchase Decision
Post-Purchase Behavior

Consumer Role & Script

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Problem occur

Reach the
Customer care
centre

Returned back

Discuss
problem with
representative

Problem
Solved

When & Why they follow

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Discipline
Equality
Have no other option
Problem severity

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Questions Asked to
managers

Define different steps of your customer care services?

Who has defined these steps?

How you communicate these steps to customers?

When they follow and when they did not follow these steps?

How well the role of employees is explained?

Have you provided the guidelines to customers?

How well consumers follow the guidelines you have provided?

What are the remedies before service damage occurs?

Does the company offer training and carrier opportunity to its

employees?

What your employees do when customers shows aggression or

trying to do conflict?

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Questions Asked to
Consumers

How frequent you visit customer care centers?

Which medium you prefer to acquire product related information?

How much you are satisfied with the quality of service?

How was the environment of the customer care?

what are the rules and regulations regarding your visit at

customer care service? How and why you follow these your
motivation?

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Any Question??
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