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Sanmit (Customer Service)

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Sanmit Karandikar
Sanmit Karandikar
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Customer Service
INDIVIDUAL PRESENTATION ,[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],ACKNOWLEDGEMENT
P
Who are Customers? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Facts about Customers ,[object Object],[object Object],[object Object],[object Object],[object Object]
 
A Challenge
 ,[object Object],[object Object]
[object Object],[object Object],[object Object],Customer Service
Customer Service - GUEST ,[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Service - Airline Industry ,[object Object],[object Object]
Good, Bad, & Excellent Service
Good Customer Service ,[object Object],[object Object],Customer Expectation What Customer receives
Bad Customer Service ,[object Object],[object Object],Customer Expectation What Customer receives
Excellent Customer Service ,[object Object],[object Object],Customer Expectation What Customer receives +
Types of Customers ,[object Object],[object Object]
Internal Customer ,[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object]
External Customer ,[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object]
My Experience
 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
M1 / M3
The Six Basic Needs of Customers ,[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
M2 / M3
 
The Bridge to Our Customers Customer Delight
CUSTOMER EXPECTATION CUSTOMER SATISFACTION CUSTOMER SATISFACTION+ CUSTOMER DELIGHT
Co-relation between Customer Perception & Service Evaluation ,[object Object],[object Object],[object Object]
D1
Customer service skills ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
D2 / D3
If I was in the place of the hotel manager
 ,[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object]
Conclusion and Reference ,[object Object],[object Object],[object Object]
THANK YOU

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Sanmit (Customer Service)