Beruflich Dokumente
Kultur Dokumente
Presented By:Group 3: Kuntal Panja(106) S Kadhambari(158) Prachi Bansal(84) Pallavi Luthra(152) Nikhil Sharma(154)
This can include, for example, in-person communication, telephone conversations, interaction through the Internet, company-sponsored kiosks, and in-person customer support.
Contd
Kiosks A kiosk is a standalone, interactive computer, often equipped with a touch-screen, that offers customers several service options including product information, ability to make a purchase, and review of a customers account. Kiosks are now widely used for airline check-in, retail job applications, and banking. In-Person Product Support Some in-person assistance is not principally intended to assist with selling but is designed to offer support once a purchase is made. Such services are handled by delivery people and service/repair technicians. Financial Assistance Customer contact may also occur through company personnel who assist customers with financial issues. For instance, credit personnel help customers arrange the necessary funds to make a purchase while personnel in accounts receivable work with customers who are experiencing payment problems.
Contd.
What is amazing is how many businesses will pay big money on advertising, but then neglect (or mess up) the contact with their customers that they can get on the cheap, or even for free. Some people might think that the CEO is the most important person in the company theyre certainly paid the most, and get the most attention. But to a customer, the CEO is of limited value, at least where customer service is concerned. The people that customers correspond with the most are often some of the lowest paid people in the company! And it is with these people that the reputations, via the perceptions of customers like myself, of entire businesses are at stake.
Contd...
ROI-oriented management aims to augment and optimize the impact and cost-benefit ratio of internal and external processes. Today, a single communication channel seldom provides highimpact reach to all target persons. This includes customer relationship management, buying and selling channels, distribution, service, internal and external communication, human resource management, and process-optimisation programmes.
Contd
Transactions are made across multiple divisions and touch points that span the whole value chain of a company. For example, transactions may be made through classic advertising, intranet, or call centres, or through sales staff at the point of sale.
Precise measurements taken at all touchpoints, accompanied by a systematic management of them, leads to an impact-oriented performance improvement of the brand's management.
Moments of Truth
There are several critical times during a customers relationship where a decision is made by the customer to continue or discontinue interacting with a company. This may be the first bill, a customer service call, a retail experience, a Web siteany event that helps clarify the relationship with a particular brand, product, or service. We call these "moments of truth" and how a marketer interacts with the customers can significantly increase (or decrease) the long-term viability of that relationship. Identifying and anticipating those points of clarify is critical to maintain and grow a profitable customer relationship.
Telecom Sector
The ability of telecommunication operators to focus successfully on the customer has proven to be one of the most competitive issues toward the end of the 20th century. Almost all the major telecommunications companies around the world gather information about customer satisfaction and other related information about the quality of their services.
Customer satisfaction is seen as the overall performance of the telecommunications company stemming from adequate service provision, value for money, loyalty, and relationship management.
The antecedents of the performance of the organization are obtained from the contact points between the customers and the service points of the telecommunications company. It is the actual behavior at these contact-points that decides how the customer perceives the company and its services.
Products
SIM Cards
Issues
Excessive Customer Churn
Touch points
Customer Care
Bill Pick-up
Data Cards
MNP
At Door Services
At Door Services
Payment pick up with instant receipt New connections assistance Technical assistances New product delivery and demos Auxiliary services: handsets, installations
Problems in Tata/Vodafone
Operator Walk-in personnel did not have enough motivation as the job was routine in nature. Pick up agents are managed by an external agency and their locus control is less as compared to the customer care executives Lack of technical training of the representatives Lack of communication skills of representative Lack of belongingness of the representatives because of outsourcing
Best Practices
Job Rotation was done in Operator-walk ins to ensure the executives work with different sectors(postpaid, prepaid etc) during different weeks and maximum of two continuous weeks on any function Best executive of the week-display and badge
Training to pick-up agents-Ready reference guide with version control for regular updates
Incentive linked performance is a buzz word Time to time training and team get together to increase belongingness
Tatas USP
Trusted Indian- Global brand- associated with ethics
Thanks!!!!!!!