SlideShare ist ein Scribd-Unternehmen logo
1 von 19
Customer Service Strategy
You can download this presentation at: www.studyMarketing.org Visit  www.studyMarketing.org   for more presentations on Marketing, Strategy, Innovation, and Branding
Steps in Identifying A Service Strategy ,[object Object],[object Object]
[object Object],[object Object],Steps in Identifying A Service Strategy
Four Core Elements of  Service Strategy Service Reliability Service Surprise Service Recovery Service Fairness
Service Reliability Reliability  refers to accurate and dependable service; it refers to keeping the service promise Service Surprise Surprise  means finding ways to make the customer say “wow, these folks are good”; it comes from the unexpected extra.
Service Recovery Recovery  involves regaining the customers’ confidence if the service is deficient; it means standing behind the service Service Fairness Fairness  requires a level playing field for company and customer; business is conducted in an ethical arena.
Service Reliability Companies that continuously nurture the values of accuracy and dependability prevent many errors caused by carelessness Service Reliability is Attitude
Service Reliability is Design Service Reliability ,[object Object],[object Object]
Service Surprise Surprising Customers with Details Great service companies “major in minors”. They use details to be different and to signal customers that the company is special.
Service Surprise Surprising Customers with Details The “wow” is the total service experience; it is 101 little things done with the customers’ interest uppermost in mind.
Service Surprise Surprising Customers with Extra Efforts Companies earn extra credit with customers through extra effort. Customer remember when service providers go out their way to help them, when they refuse to give up until a persistent problem is solved.
Service Recovery Critical Importance of Effective Recovery Service Research finding reveals that customers in general are far more forgiving of a service failure when the company makes a sincere, concerted effort to remedy the problem.
Service Recovery Satisfactory recovery service sharply increases customers’ willingness to recommend the firm and significantly improves their perceptions of overall service quality. Critical Importance of Effective Recovery Service
Service Recovery Essential Steps in Recovery Service ,[object Object],[object Object],[object Object],[object Object]
Service Fairness Customers expect service companies to treat them fairly; they become angry and mistrustful when they perceive otherwise.
Service Fairness Fairness is not a separate dimension of service but, rather, touches all customer expectations.
Service Fairness Customers expect service companies to keep their promise ( reliability ), to offer clean, comfortable facilities ( tangibles ), to give prompt service ( responsiveness ), to be competent and courteous ( assurance ), and to extend caring, individualized attention ( empathy ).
Source of Reference: Leonard L. Berry , On Great Service : A Framework for Action,  The Free Press If you think this presentation useful, please consider telling others about our site :  www.studyMarketing.org

Más contenido relacionado

Was ist angesagt?

Customer Service Excellence
Customer Service ExcellenceCustomer Service Excellence
Customer Service Excellenceskluczny13
 
Customer Service
Customer ServiceCustomer Service
Customer Servicetutor2u
 
Customer Service
Customer ServiceCustomer Service
Customer ServiceMonil Sheth
 
Customer Service Essentials by Operational Excellence Consulting
Customer Service Essentials by Operational Excellence ConsultingCustomer Service Essentials by Operational Excellence Consulting
Customer Service Essentials by Operational Excellence ConsultingOperational Excellence Consulting
 
Customer Service Strategy
Customer Service StrategyCustomer Service Strategy
Customer Service StrategyScarlett Voughn
 
Service excellence ppt slides
Service excellence ppt slidesService excellence ppt slides
Service excellence ppt slidesYodhia Antariksa
 
Customer service management
Customer service managementCustomer service management
Customer service managementDileep P Nair
 
Excellent customer service
Excellent customer serviceExcellent customer service
Excellent customer serviceDalhatu Usman
 
Customer Service Training
Customer Service TrainingCustomer Service Training
Customer Service TrainingKate Zabriskie
 
Customer Experience: Fundamentals
Customer Experience: FundamentalsCustomer Experience: Fundamentals
Customer Experience: FundamentalsMaryam Naeli
 
CUSTOMER SERVICE POWERPOINT
CUSTOMER SERVICE POWERPOINTCUSTOMER SERVICE POWERPOINT
CUSTOMER SERVICE POWERPOINTAndrew Schwartz
 
Customer Service PowerPoint PPT Content Modern Sample
Customer Service PowerPoint PPT Content Modern SampleCustomer Service PowerPoint PPT Content Modern Sample
Customer Service PowerPoint PPT Content Modern SampleAndrew Schwartz
 
Customer value and Satisfaction
Customer value and SatisfactionCustomer value and Satisfaction
Customer value and SatisfactionKiran Prasad Naik
 
What is Customer Experience?
What is Customer Experience?What is Customer Experience?
What is Customer Experience?ClearAction
 
The importance of customer service
The importance of customer serviceThe importance of customer service
The importance of customer serviceRasila Abdulla
 

Was ist angesagt? (20)

Customer Service Excellence
Customer Service ExcellenceCustomer Service Excellence
Customer Service Excellence
 
Customer Service
Customer ServiceCustomer Service
Customer Service
 
Customer delight
Customer delightCustomer delight
Customer delight
 
Customer Service
Customer ServiceCustomer Service
Customer Service
 
Customer Service Essentials by Operational Excellence Consulting
Customer Service Essentials by Operational Excellence ConsultingCustomer Service Essentials by Operational Excellence Consulting
Customer Service Essentials by Operational Excellence Consulting
 
Customer Service Strategy
Customer Service StrategyCustomer Service Strategy
Customer Service Strategy
 
Service excellence ppt slides
Service excellence ppt slidesService excellence ppt slides
Service excellence ppt slides
 
Customer service management
Customer service managementCustomer service management
Customer service management
 
Excellent customer service
Excellent customer serviceExcellent customer service
Excellent customer service
 
customer satisfaction
customer satisfactioncustomer satisfaction
customer satisfaction
 
Customer Service Training
Customer Service TrainingCustomer Service Training
Customer Service Training
 
Customer Experience: Fundamentals
Customer Experience: FundamentalsCustomer Experience: Fundamentals
Customer Experience: Fundamentals
 
CUSTOMER SERVICE POWERPOINT
CUSTOMER SERVICE POWERPOINTCUSTOMER SERVICE POWERPOINT
CUSTOMER SERVICE POWERPOINT
 
Customer Service PowerPoint PPT Content Modern Sample
Customer Service PowerPoint PPT Content Modern SampleCustomer Service PowerPoint PPT Content Modern Sample
Customer Service PowerPoint PPT Content Modern Sample
 
Customer value and Satisfaction
Customer value and SatisfactionCustomer value and Satisfaction
Customer value and Satisfaction
 
What is Customer Experience?
What is Customer Experience?What is Customer Experience?
What is Customer Experience?
 
Customer services mindset
Customer services mindsetCustomer services mindset
Customer services mindset
 
Customer Service 101
Customer Service 101Customer Service 101
Customer Service 101
 
Service mindset
Service mindsetService mindset
Service mindset
 
The importance of customer service
The importance of customer serviceThe importance of customer service
The importance of customer service
 

Andere mochten auch

Strategic Planning For Managers
Strategic Planning For Managers   Strategic Planning For Managers
Strategic Planning For Managers Yodhia Antariksa
 
New Product Development Strategy
New Product Development StrategyNew Product Development Strategy
New Product Development StrategyYodhia Antariksa
 
Presentation Skills For MARKETING Managers
Presentation Skills For MARKETING ManagersPresentation Skills For MARKETING Managers
Presentation Skills For MARKETING ManagersYodhia Antariksa
 
Blue ocean strategy ppt slides
Blue ocean strategy ppt slidesBlue ocean strategy ppt slides
Blue ocean strategy ppt slidesYodhia Antariksa
 
2015 Marketing Strategy & Planning Template
2015 Marketing Strategy & Planning Template2015 Marketing Strategy & Planning Template
2015 Marketing Strategy & Planning TemplateRed Bamboo Marketing
 
Customer Service is the New Marketing (Web2Expo)
Customer Service is the New Marketing (Web2Expo)Customer Service is the New Marketing (Web2Expo)
Customer Service is the New Marketing (Web2Expo)Thor
 
Presentation Skills For Managers
Presentation Skills For Managers   Presentation Skills For Managers
Presentation Skills For Managers Yodhia Antariksa
 
Service Strategy Service Offering Slideshare
Service Strategy Service Offering SlideshareService Strategy Service Offering Slideshare
Service Strategy Service Offering SlideshareKenneth Jones
 
ITIL Practical Guide - Service Strategy
ITIL Practical Guide - Service StrategyITIL Practical Guide - Service Strategy
ITIL Practical Guide - Service StrategyAxios Systems
 

Andere mochten auch (20)

Innovation Strategy
Innovation StrategyInnovation Strategy
Innovation Strategy
 
Strategy Execution
Strategy Execution Strategy Execution
Strategy Execution
 
Brand Strategy
Brand StrategyBrand Strategy
Brand Strategy
 
Marketing Strategy
Marketing StrategyMarketing Strategy
Marketing Strategy
 
Customer Equity
Customer EquityCustomer Equity
Customer Equity
 
Strategic Planning For Managers
Strategic Planning For Managers   Strategic Planning For Managers
Strategic Planning For Managers
 
Creative Thinking Skills
Creative Thinking SkillsCreative Thinking Skills
Creative Thinking Skills
 
Marketing Management
Marketing ManagementMarketing Management
Marketing Management
 
New Product Development Strategy
New Product Development StrategyNew Product Development Strategy
New Product Development Strategy
 
Presentation Skills For MARKETING Managers
Presentation Skills For MARKETING ManagersPresentation Skills For MARKETING Managers
Presentation Skills For MARKETING Managers
 
Marketing plan ppt slides
Marketing plan ppt slidesMarketing plan ppt slides
Marketing plan ppt slides
 
Blue ocean strategy ppt slides
Blue ocean strategy ppt slidesBlue ocean strategy ppt slides
Blue ocean strategy ppt slides
 
2015 Marketing Strategy & Planning Template
2015 Marketing Strategy & Planning Template2015 Marketing Strategy & Planning Template
2015 Marketing Strategy & Planning Template
 
Lifebuoy
LifebuoyLifebuoy
Lifebuoy
 
Customer Service is the New Marketing (Web2Expo)
Customer Service is the New Marketing (Web2Expo)Customer Service is the New Marketing (Web2Expo)
Customer Service is the New Marketing (Web2Expo)
 
Customer Service | Engagement | Social Media
Customer Service | Engagement | Social MediaCustomer Service | Engagement | Social Media
Customer Service | Engagement | Social Media
 
Presentation Skills For Managers
Presentation Skills For Managers   Presentation Skills For Managers
Presentation Skills For Managers
 
Customer service strategy social customer
Customer service strategy social customerCustomer service strategy social customer
Customer service strategy social customer
 
Service Strategy Service Offering Slideshare
Service Strategy Service Offering SlideshareService Strategy Service Offering Slideshare
Service Strategy Service Offering Slideshare
 
ITIL Practical Guide - Service Strategy
ITIL Practical Guide - Service StrategyITIL Practical Guide - Service Strategy
ITIL Practical Guide - Service Strategy
 

Ähnlich wie Customer Service Strategy

Lesson 5 Customer Service Strategy in Marketing pptx
Lesson 5 Customer Service Strategy in Marketing pptxLesson 5 Customer Service Strategy in Marketing pptx
Lesson 5 Customer Service Strategy in Marketing pptxNorfilaMieSenabre
 
Blinded By Delight Executive Guidance 2015
Blinded By Delight Executive Guidance 2015Blinded By Delight Executive Guidance 2015
Blinded By Delight Executive Guidance 2015Erica Hayman
 
Mkt - achieving service recovery and obtaining customer feedback
Mkt -  achieving service recovery and obtaining customer feedbackMkt -  achieving service recovery and obtaining customer feedback
Mkt - achieving service recovery and obtaining customer feedbackTahsin Noor
 
Services Marketing - Service Encounter Failure & Recovery
Services Marketing - Service Encounter Failure & RecoveryServices Marketing - Service Encounter Failure & Recovery
Services Marketing - Service Encounter Failure & RecoveryHimansu S Mahapatra
 
Bm404 lecture5
Bm404 lecture5Bm404 lecture5
Bm404 lecture5ssypai
 
CUSTOMER EXPECTATION AND SATISFACTION
CUSTOMER EXPECTATION AND SATISFACTIONCUSTOMER EXPECTATION AND SATISFACTION
CUSTOMER EXPECTATION AND SATISFACTIONAmb Steve Mbugua
 
day2customerservicenew199-120527070048-phpapp01
day2customerservicenew199-120527070048-phpapp01day2customerservicenew199-120527070048-phpapp01
day2customerservicenew199-120527070048-phpapp01Baksten Chance
 
Service marketing4
Service marketing4Service marketing4
Service marketing4Swarit Yadav
 
Module 3 the guest experience hard copy
Module 3 the guest experience hard copyModule 3 the guest experience hard copy
Module 3 the guest experience hard copyNorwegian Cruise Line
 
Service Recovery.pptx
Service Recovery.pptxService Recovery.pptx
Service Recovery.pptxAnshikaGoel42
 
Financial and economic impact of service
Financial and economic impact of serviceFinancial and economic impact of service
Financial and economic impact of serviceNITISH SADOTRA
 
Customer service Management
Customer service Management  Customer service Management
Customer service Management Dr. Sunil Kumar
 

Ähnlich wie Customer Service Strategy (20)

Lesson 5 Customer Service Strategy in Marketing pptx
Lesson 5 Customer Service Strategy in Marketing pptxLesson 5 Customer Service Strategy in Marketing pptx
Lesson 5 Customer Service Strategy in Marketing pptx
 
Service strategy
Service strategyService strategy
Service strategy
 
Blinded By Delight Executive Guidance 2015
Blinded By Delight Executive Guidance 2015Blinded By Delight Executive Guidance 2015
Blinded By Delight Executive Guidance 2015
 
Mkt - achieving service recovery and obtaining customer feedback
Mkt -  achieving service recovery and obtaining customer feedbackMkt -  achieving service recovery and obtaining customer feedback
Mkt - achieving service recovery and obtaining customer feedback
 
Services Marketing
Services MarketingServices Marketing
Services Marketing
 
Services Marketing - Service Encounter Failure & Recovery
Services Marketing - Service Encounter Failure & RecoveryServices Marketing - Service Encounter Failure & Recovery
Services Marketing - Service Encounter Failure & Recovery
 
Bm404 lecture5
Bm404 lecture5Bm404 lecture5
Bm404 lecture5
 
CUSTOMER EXPECTATION AND SATISFACTION
CUSTOMER EXPECTATION AND SATISFACTIONCUSTOMER EXPECTATION AND SATISFACTION
CUSTOMER EXPECTATION AND SATISFACTION
 
day2customerservicenew199-120527070048-phpapp01
day2customerservicenew199-120527070048-phpapp01day2customerservicenew199-120527070048-phpapp01
day2customerservicenew199-120527070048-phpapp01
 
Service marketing4
Service marketing4Service marketing4
Service marketing4
 
Essay On Customer Support
Essay On Customer SupportEssay On Customer Support
Essay On Customer Support
 
Module 3 the guest experience hard copy
Module 3 the guest experience hard copyModule 3 the guest experience hard copy
Module 3 the guest experience hard copy
 
Presentation1
Presentation1Presentation1
Presentation1
 
Service Recovery.pptx
Service Recovery.pptxService Recovery.pptx
Service Recovery.pptx
 
Financial and economic impact of service
Financial and economic impact of serviceFinancial and economic impact of service
Financial and economic impact of service
 
Service strategy
Service strategyService strategy
Service strategy
 
Customer Relationship Management Essay
Customer Relationship Management EssayCustomer Relationship Management Essay
Customer Relationship Management Essay
 
A case study on etrade financial corporation uwsb
A case study on etrade financial corporation   uwsbA case study on etrade financial corporation   uwsb
A case study on etrade financial corporation uwsb
 
Customer Relationship Management ( Crm ) Essay
Customer Relationship Management ( Crm ) EssayCustomer Relationship Management ( Crm ) Essay
Customer Relationship Management ( Crm ) Essay
 
Customer service Management
Customer service Management  Customer service Management
Customer service Management
 

Mehr von Yodhia Antariksa

Mehr von Yodhia Antariksa (20)

People Analytics.pptx
People Analytics.pptxPeople Analytics.pptx
People Analytics.pptx
 
Digital HR.pptx
Digital HR.pptxDigital HR.pptx
Digital HR.pptx
 
Recruitment Strategy.pptx
Recruitment Strategy.pptxRecruitment Strategy.pptx
Recruitment Strategy.pptx
 
Business model generation ppt
Business model generation pptBusiness model generation ppt
Business model generation ppt
 
Ted talks ppt
Ted talks pptTed talks ppt
Ted talks ppt
 
Start with why ppt
Start with why pptStart with why ppt
Start with why ppt
 
Now discover your strengths ppt
Now discover your strengths pptNow discover your strengths ppt
Now discover your strengths ppt
 
Measure whats matters ppt
Measure whats matters pptMeasure whats matters ppt
Measure whats matters ppt
 
Grit ppt
Grit pptGrit ppt
Grit ppt
 
Atomic habits ppt
Atomic habits pptAtomic habits ppt
Atomic habits ppt
 
4 disciplines of execution ppt
4 disciplines of execution ppt4 disciplines of execution ppt
4 disciplines of execution ppt
 
Marketing strategy
Marketing strategyMarketing strategy
Marketing strategy
 
Strategic planning for managers
Strategic planning for managersStrategic planning for managers
Strategic planning for managers
 
New product development
New product developmentNew product development
New product development
 
Marketing strategy
Marketing strategyMarketing strategy
Marketing strategy
 
Marketing plan
Marketing planMarketing plan
Marketing plan
 
Marketing communication strategy
Marketing communication strategyMarketing communication strategy
Marketing communication strategy
 
Managing brand equity
Managing brand equityManaging brand equity
Managing brand equity
 
Managing customer service
Managing customer serviceManaging customer service
Managing customer service
 
Fundamentals of Marketing Management
Fundamentals of Marketing ManagementFundamentals of Marketing Management
Fundamentals of Marketing Management
 

Último

Dashboards y paneles - CP Home - Area de Operaciones
Dashboards y paneles - CP Home - Area de OperacionesDashboards y paneles - CP Home - Area de Operaciones
Dashboards y paneles - CP Home - Area de OperacionesLPI ONG
 
The Vietnam Believer_Newsletter_Vol.001_Mar12 2024
The Vietnam Believer_Newsletter_Vol.001_Mar12 2024The Vietnam Believer_Newsletter_Vol.001_Mar12 2024
The Vietnam Believer_Newsletter_Vol.001_Mar12 2024believeminhh
 
NVIDIA's overall business overview Presentation.pptx
NVIDIA's overall business overview Presentation.pptxNVIDIA's overall business overview Presentation.pptx
NVIDIA's overall business overview Presentation.pptxKrutik Rakade
 
pitchdeck ORPC 2019 data info turine.pdf
pitchdeck ORPC 2019 data info turine.pdfpitchdeck ORPC 2019 data info turine.pdf
pitchdeck ORPC 2019 data info turine.pdflebob12
 
Project Work on Consumer Behavior in Fast Food Restaurants. Their behavior to...
Project Work on Consumer Behavior in Fast Food Restaurants. Their behavior to...Project Work on Consumer Behavior in Fast Food Restaurants. Their behavior to...
Project Work on Consumer Behavior in Fast Food Restaurants. Their behavior to...BilalAhmed717
 
We are inviting you on board, to move forward together in the Right Direction
We are inviting you on board, to move forward together in the Right DirectionWe are inviting you on board, to move forward together in the Right Direction
We are inviting you on board, to move forward together in the Right DirectionRight Direction Aero
 
AirOxi - Pioneering Aquaculture Advancements Through NFDB Empanelment.pptx
AirOxi -  Pioneering Aquaculture Advancements Through NFDB Empanelment.pptxAirOxi -  Pioneering Aquaculture Advancements Through NFDB Empanelment.pptx
AirOxi - Pioneering Aquaculture Advancements Through NFDB Empanelment.pptxAirOxi Tube
 
Optimize Your CRM Customization and Beyond
Optimize Your CRM Customization and BeyondOptimize Your CRM Customization and Beyond
Optimize Your CRM Customization and BeyondBoundify
 
Olympus 38DL Plus Ultrasonic Thickness Gauge
Olympus 38DL Plus Ultrasonic Thickness GaugeOlympus 38DL Plus Ultrasonic Thickness Gauge
Olympus 38DL Plus Ultrasonic Thickness GaugeStephenKim86
 
Young Woman Entrepreneur - Kaviya Cherian
Young Woman Entrepreneur - Kaviya CherianYoung Woman Entrepreneur - Kaviya Cherian
Young Woman Entrepreneur - Kaviya CherianCDEEPANVITA
 
EPC Contractors aspects Presentation.pdf
EPC Contractors  aspects Presentation.pdfEPC Contractors  aspects Presentation.pdf
EPC Contractors aspects Presentation.pdfGiuseppe Tommasone
 
Mist Cooling & Fogging System Company in Egypt
Mist Cooling & Fogging System Company in EgyptMist Cooling & Fogging System Company in Egypt
Mist Cooling & Fogging System Company in Egyptopstechsanjanasingh
 
Pitch Deck Teardown: SuperScale's $5.4M Series A deck
Pitch Deck Teardown: SuperScale's $5.4M Series A deckPitch Deck Teardown: SuperScale's $5.4M Series A deck
Pitch Deck Teardown: SuperScale's $5.4M Series A deckHajeJanKamps
 
The Smart Bridge Interview now Veranda Learning
The Smart Bridge Interview now Veranda LearningThe Smart Bridge Interview now Veranda Learning
The Smart Bridge Interview now Veranda LearningNaval Singh
 
HOW TO START EARNING WITH AFFILIATE MARKETING
HOW TO START EARNING WITH AFFILIATE MARKETINGHOW TO START EARNING WITH AFFILIATE MARKETING
HOW TO START EARNING WITH AFFILIATE MARKETINGNATHAN SPEAKS
 
Benihana of Tokyo case study11111111.pdf
Benihana of Tokyo case study11111111.pdfBenihana of Tokyo case study11111111.pdf
Benihana of Tokyo case study11111111.pdfjavenxxx01
 
14 march 2024-capital-markets-update eni.pdf
14 march 2024-capital-markets-update eni.pdf14 march 2024-capital-markets-update eni.pdf
14 march 2024-capital-markets-update eni.pdfEni
 
Unleashing the Power of Fandom: A Short Guide to Fan Business
Unleashing the Power of Fandom: A Short Guide to Fan BusinessUnleashing the Power of Fandom: A Short Guide to Fan Business
Unleashing the Power of Fandom: A Short Guide to Fan Businesstompeter3736
 
Bus Eth ch3 ppt.ppt business ethics and corporate social responsibilities ppt
Bus Eth ch3 ppt.ppt business ethics and corporate social responsibilities pptBus Eth ch3 ppt.ppt business ethics and corporate social responsibilities ppt
Bus Eth ch3 ppt.ppt business ethics and corporate social responsibilities pptendeworku
 
A Comprehensive Case Study on the IL&FS Crisis (final).pptx
A Comprehensive Case Study on the IL&FS Crisis (final).pptxA Comprehensive Case Study on the IL&FS Crisis (final).pptx
A Comprehensive Case Study on the IL&FS Crisis (final).pptxShainaMaheshwari1
 

Último (20)

Dashboards y paneles - CP Home - Area de Operaciones
Dashboards y paneles - CP Home - Area de OperacionesDashboards y paneles - CP Home - Area de Operaciones
Dashboards y paneles - CP Home - Area de Operaciones
 
The Vietnam Believer_Newsletter_Vol.001_Mar12 2024
The Vietnam Believer_Newsletter_Vol.001_Mar12 2024The Vietnam Believer_Newsletter_Vol.001_Mar12 2024
The Vietnam Believer_Newsletter_Vol.001_Mar12 2024
 
NVIDIA's overall business overview Presentation.pptx
NVIDIA's overall business overview Presentation.pptxNVIDIA's overall business overview Presentation.pptx
NVIDIA's overall business overview Presentation.pptx
 
pitchdeck ORPC 2019 data info turine.pdf
pitchdeck ORPC 2019 data info turine.pdfpitchdeck ORPC 2019 data info turine.pdf
pitchdeck ORPC 2019 data info turine.pdf
 
Project Work on Consumer Behavior in Fast Food Restaurants. Their behavior to...
Project Work on Consumer Behavior in Fast Food Restaurants. Their behavior to...Project Work on Consumer Behavior in Fast Food Restaurants. Their behavior to...
Project Work on Consumer Behavior in Fast Food Restaurants. Their behavior to...
 
We are inviting you on board, to move forward together in the Right Direction
We are inviting you on board, to move forward together in the Right DirectionWe are inviting you on board, to move forward together in the Right Direction
We are inviting you on board, to move forward together in the Right Direction
 
AirOxi - Pioneering Aquaculture Advancements Through NFDB Empanelment.pptx
AirOxi -  Pioneering Aquaculture Advancements Through NFDB Empanelment.pptxAirOxi -  Pioneering Aquaculture Advancements Through NFDB Empanelment.pptx
AirOxi - Pioneering Aquaculture Advancements Through NFDB Empanelment.pptx
 
Optimize Your CRM Customization and Beyond
Optimize Your CRM Customization and BeyondOptimize Your CRM Customization and Beyond
Optimize Your CRM Customization and Beyond
 
Olympus 38DL Plus Ultrasonic Thickness Gauge
Olympus 38DL Plus Ultrasonic Thickness GaugeOlympus 38DL Plus Ultrasonic Thickness Gauge
Olympus 38DL Plus Ultrasonic Thickness Gauge
 
Young Woman Entrepreneur - Kaviya Cherian
Young Woman Entrepreneur - Kaviya CherianYoung Woman Entrepreneur - Kaviya Cherian
Young Woman Entrepreneur - Kaviya Cherian
 
EPC Contractors aspects Presentation.pdf
EPC Contractors  aspects Presentation.pdfEPC Contractors  aspects Presentation.pdf
EPC Contractors aspects Presentation.pdf
 
Mist Cooling & Fogging System Company in Egypt
Mist Cooling & Fogging System Company in EgyptMist Cooling & Fogging System Company in Egypt
Mist Cooling & Fogging System Company in Egypt
 
Pitch Deck Teardown: SuperScale's $5.4M Series A deck
Pitch Deck Teardown: SuperScale's $5.4M Series A deckPitch Deck Teardown: SuperScale's $5.4M Series A deck
Pitch Deck Teardown: SuperScale's $5.4M Series A deck
 
The Smart Bridge Interview now Veranda Learning
The Smart Bridge Interview now Veranda LearningThe Smart Bridge Interview now Veranda Learning
The Smart Bridge Interview now Veranda Learning
 
HOW TO START EARNING WITH AFFILIATE MARKETING
HOW TO START EARNING WITH AFFILIATE MARKETINGHOW TO START EARNING WITH AFFILIATE MARKETING
HOW TO START EARNING WITH AFFILIATE MARKETING
 
Benihana of Tokyo case study11111111.pdf
Benihana of Tokyo case study11111111.pdfBenihana of Tokyo case study11111111.pdf
Benihana of Tokyo case study11111111.pdf
 
14 march 2024-capital-markets-update eni.pdf
14 march 2024-capital-markets-update eni.pdf14 march 2024-capital-markets-update eni.pdf
14 march 2024-capital-markets-update eni.pdf
 
Unleashing the Power of Fandom: A Short Guide to Fan Business
Unleashing the Power of Fandom: A Short Guide to Fan BusinessUnleashing the Power of Fandom: A Short Guide to Fan Business
Unleashing the Power of Fandom: A Short Guide to Fan Business
 
Bus Eth ch3 ppt.ppt business ethics and corporate social responsibilities ppt
Bus Eth ch3 ppt.ppt business ethics and corporate social responsibilities pptBus Eth ch3 ppt.ppt business ethics and corporate social responsibilities ppt
Bus Eth ch3 ppt.ppt business ethics and corporate social responsibilities ppt
 
A Comprehensive Case Study on the IL&FS Crisis (final).pptx
A Comprehensive Case Study on the IL&FS Crisis (final).pptxA Comprehensive Case Study on the IL&FS Crisis (final).pptx
A Comprehensive Case Study on the IL&FS Crisis (final).pptx
 

Customer Service Strategy

  • 2. You can download this presentation at: www.studyMarketing.org Visit www.studyMarketing.org for more presentations on Marketing, Strategy, Innovation, and Branding
  • 3.
  • 4.
  • 5. Four Core Elements of Service Strategy Service Reliability Service Surprise Service Recovery Service Fairness
  • 6. Service Reliability Reliability refers to accurate and dependable service; it refers to keeping the service promise Service Surprise Surprise means finding ways to make the customer say “wow, these folks are good”; it comes from the unexpected extra.
  • 7. Service Recovery Recovery involves regaining the customers’ confidence if the service is deficient; it means standing behind the service Service Fairness Fairness requires a level playing field for company and customer; business is conducted in an ethical arena.
  • 8. Service Reliability Companies that continuously nurture the values of accuracy and dependability prevent many errors caused by carelessness Service Reliability is Attitude
  • 9.
  • 10. Service Surprise Surprising Customers with Details Great service companies “major in minors”. They use details to be different and to signal customers that the company is special.
  • 11. Service Surprise Surprising Customers with Details The “wow” is the total service experience; it is 101 little things done with the customers’ interest uppermost in mind.
  • 12. Service Surprise Surprising Customers with Extra Efforts Companies earn extra credit with customers through extra effort. Customer remember when service providers go out their way to help them, when they refuse to give up until a persistent problem is solved.
  • 13. Service Recovery Critical Importance of Effective Recovery Service Research finding reveals that customers in general are far more forgiving of a service failure when the company makes a sincere, concerted effort to remedy the problem.
  • 14. Service Recovery Satisfactory recovery service sharply increases customers’ willingness to recommend the firm and significantly improves their perceptions of overall service quality. Critical Importance of Effective Recovery Service
  • 15.
  • 16. Service Fairness Customers expect service companies to treat them fairly; they become angry and mistrustful when they perceive otherwise.
  • 17. Service Fairness Fairness is not a separate dimension of service but, rather, touches all customer expectations.
  • 18. Service Fairness Customers expect service companies to keep their promise ( reliability ), to offer clean, comfortable facilities ( tangibles ), to give prompt service ( responsiveness ), to be competent and courteous ( assurance ), and to extend caring, individualized attention ( empathy ).
  • 19. Source of Reference: Leonard L. Berry , On Great Service : A Framework for Action, The Free Press If you think this presentation useful, please consider telling others about our site : www.studyMarketing.org