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Slide 1: Customer serviCe Click to edit Master subtitle style 9/9/10
Slide 2: Understanding Customer Service Q ) What is customer service ? Ø Customer service is the provision of service to customers before, during and after a purchase. 9/9/10
Slide 3: Benefits of excellent Custo mer servic e • • • • • • Improved reputation Return/repeat business Fewer complaints Less stress for management and staff Improved team spirit, staff morale and motivation Greater chance of word of mouth advertising 9/9/10
Slide 4: Stages of customer servic e CreatingDuring Sale design Innovative Product work RegulatoryCareAwareness Customer Sales product Service Post Sale Pre Frame {345B6670-90C3-40A2-99F2-6DFD2126B565} Customer service 9/9/10
Slide 5: Effec t of Regulators on customer servic e § Regulator is usually the Governament or an arm of the governament or a governament sanctioned body. They have an effect on all three stages of Customer service. They Safe guard the interests of the costomer. § § 9/9/10
Slide 6: Regulator’s roles • They accomplish this by setting rules and regulations and enforceing them. At Pre Sale : ex : SEBI mulls new regulations for floating IPO. During sale : ex : Selling at MRP . After Sale : ex: IRDA call center. • • • 9/9/10
Slide 7: Pre-sales – c reating p roduc t awareness • The role of presales falls right in the middle marrying the customer needs to the (provider) company's services or products.  It involves advertising the companies products to the people to create awareness about the product or service. • 9/9/10
Slide 8: c reating p rod uct awareness • 1. This is done by : Use of Technological channels like : Mobile Phones Tv/Radio Internet Paper / Magazines Ø. Ø. Ø. Ø. 9/9/10
Slide 9: c reating p roduct awareness And also through marketing activities like : Ø Distribution of brochures and Pamplets Use of brand ambassadors Mela’s etc Ø Ø 9/9/10
Slide 10: During sale – innovative produc t line • It is reponsibility of the company for creating various products to suit every type of customers and all their particular requirements. 9/9/10
Slide 11: General types of produc t innovtion Ø Low cost products Eco Friendly products Task specific Products Ø Ø 9/9/10
Slide 12: Innovation in bank ing prod uc ts Ø Senior citizen Women Children Deposit products Insurance products Ø Ø Ø Ø 9/9/10
Slide 13: Post Sale - Customer Care Service § Customer Care encompasses a variety of techniques used by businesses to ensure the satisfaction of a customer regarding the company’s products. In post sales it encomposes prompt response when confronted with product defects or queries. A good customer service adds value to the product. § § 9/9/10
Slide 14: Channels for custo mer c are Physical channels : Ø Service centers Branch / outlets Ø 9/9/10
Slide 15: Channels for customer c are § Technological channels Ø Internet Mobile / Tele Phones User manuals Customer awareness programs Ø Ø Ø 9/9/10
Slide 16: Customer care Ø Growing profession. Job growth in India. Ø 9/9/10
Slide 17: Presented BY v Shanmuga Shankar M.K Raghu.S Vinay kumar N.N Mallikarjuna Swamy C.S v v v 9/9/10
Slide 18: Thank you 9/9/10