Customer Complain
less complain , less repurchase
Complaint—-> problem get solved–> repurchase
Channels
Telephone
Web-Based
Live Person
Email, Instant Messaging, Live Chat
Automated
FAQs, Knowledge Bases, Video
Stratgic customer care
Profile customer àSegmentation customer àUnderstanding their needsàInvesting technology and seeks solutionàManaging in consistent manner
Customer service scheme
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Customer Service Orientation Must Pervade All Departments Of An Enterprise
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Superior Customer Service Requires Long-Term Commitment (Management, Resources)
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Build Culture of Customer Service Using Quality Management Principles
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“What Gets Measured Gets Managed”
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Technology Can Help Improve Customer Service
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Customers Want Multiple Service Channels
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Customers Want The Option Of Human Contact
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Improve The Overall Customer Experience
Anticipatory Customer Service
l anticipate potential problem areas before they become troublesome, develop solutions
l provide service that exceeds customer expectations.
l even before the customer asks, perhaps even before the customer is aware of needing it, service will be provided.
l The aim is to prevent problems, not just resolve them once they occur, but onto a different level of service.
l the rules-based personalization–the actual business to notify the customer to see if they are aware of and allows them to agree to the modification of software.
l Like suppose if the customer bought “this” then you need send them “that” update, it’s almost like automatic email systems. The information comes on a schedule-basis, not on demand, automate the process to immediately send a thank you email.
l Another method of anticipatory customer service is to PUSH content to the user. The role this can play in successful customer service delivery is for example the Wall Street Journal Online offers desktop alerts on subjects selected by subscriber, based on their registration form. They took the initiative of providing information on them, without even them asking for it, this leads to successful customer satisfaction.
l Successful Customer Service Delivery
l Anticipatory customer service builds customer scenarios by using data including call center reports, e-mai logs, chat transcripts, and Website software.
l It also makes customer service pervasive by fulfilling common requests before the customer even asks and ensuring that service is readily available throughout the value chain.
l live person, includes email, instant messaging, and chat.
l price discount or free merchandise
l Customer contact points include the Web, a telephone service center, field sales offices, and a telesales center