Professional Documents
Culture Documents
Module-2 Strategies For Customer Service
Module-2 Strategies For Customer Service
Module-2 Strategies For Customer Service
com
Module-2
Strategies for Customer
Service
Presented by:
Amit Gadhiya
Ankita Gorasia
Page 1
www.ReadySetPresent.com
Page 2
www.ReadySetPresent.com
Page 3
www.ReadySetPresent.com
Page 4
www.ReadySetPresent.com
Page 5
www.ReadySetPresent.com
Characteristics of customer
service
1) Assurance
2) Tangibility
3) Reliability
4) Empathy
5) Responsiveness
Page 6
www.ReadySetPresent.com
Page 7
www.ReadySetPresent.com
Mainly 2 types:
1) Customization approach
2) Standardization approach
Page 8
www.ReadySetPresent.com
1) Customization approach
Page 9
www.ReadySetPresent.com
Page 10
www.ReadySetPresent.com
2)Standardization approach
It relies more on policy, procedures, store,
web site design and layout.
It is based on establishing a set of rules &
procedures and being sure that they are
implemented consistently.
Page 11
www.ReadySetPresent.com
E.g.: Through,
standardization
customer receive
the same quality
of food and
service at
McDonald
restaurants across
the globe.
Page 12
www.ReadySetPresent.com
Page 13
www.ReadySetPresent.com
Page 14
www.ReadySetPresent.com
1) Knowledge gap
2) Standards gap
3) Delivery gap
4) Communication gap
Page 15
www.ReadySetPresent.com
Page 16
www.ReadySetPresent.com
Page 17
www.ReadySetPresent.com
Customer Relationship
Management
Page 18
www.ReadySetPresent.com
Page 19
www.ReadySetPresent.com
Page 20
www.ReadySetPresent.com
Page 21
www.ReadySetPresent.com
Page 22
www.ReadySetPresent.com
Page 23
www.ReadySetPresent.com
Characteristics Of A Good
Loyalty Programme
Visibility
Simplicity
Value
Trust
Page 24
www.ReadySetPresent.com
Page 25