CRM Customer Service
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This presentation discusses the importance of customer service. It notes that negative service experiences are shared more than positive ones. Good customer service includes promptness, politeness, professionalism and personalization. Eight rules for good customer service are outlined, such as answering phones, listening to customers, and training staff. The presentation also discusses a case study of a customer's poor experience trying to upgrade seats using miles and provides recommendations for how the airline's customer service could be improved.
CRM Customer Service
- 1. CRM Presentation on Customer Service Presented By Awez Khan
- 3. Rick Delisi, Matthew Dixon & Nick Toman The Effortless Experience
- 4. A positive product experience generates word-of-mouth more than twice as often as a negative one. However, when it comes to a customer service experience, just the opposite applies: a negative service experience gets shared twice as much as a positive one. - The Effortless Experience
- 6. Difference between Product and Service experience
- 7. Customer Service Customer service is an extremely important part of maintaining ongoing client relationships that are key to continuing revenue.
- 8. Characteristics of Good Customer Service Promptness: Promises for delivery of products must be on time. Delays and cancellations of products should be avoided. Politeness: Politeness is almost a lost art. Saying 'hello,' 'good afternoon,' 'sir', and 'thank you very much' are a part of good customer service. For any business, a 'thank you' is appropriate whether the customer makes a purchase or not. Professionalism: All customers should be treated professionally. Using this characteristic of good customer service shows the customer that you really care about them. Personalization: Using the customer's name is very effective in producing loyalty. Customers like the idea that whom they do business with knows them on a personal level.
- 9. 8 Rules for Good Customer Service 1) Answer your phone. 3) Listen to your customers. 5) Be helpful - even if there's no immediate profit in it. 7) Take the extra step. 2) Don't make promises unless you will keep them. 4) Deal with complaints. 6) Train your staff. 8) Throw in something extra.
- 10. Some take away for customer services There will be plenty of opportunities to either make or break good relations with your customers. Long customer relationship depends on the service given to the customers. Good customer service increases business not only from existing customers but also helps in generating more customers. Word of mouth plays a great role if customer service is good as well as bad.
- 11. Case: A couple wanted to upgrade their daughter’s seat with her friends upfront using “miles”, they called the customer care and to reach travel awards it takes several time… Eg: Aircel IVR After several min of waiting, voice kept repeating, ‘due to heavy call flow..plz call later’ Finally when the call was answered after a really long waiting period, the executive said, “I can’t help you with miles, I’ll transfer you to another dept and kept on hold for anther 90 min, finally they hang up. When they called again, and this was the 5th time, the call was answered and again said ‘I cant help you with miles and again kept on hold for another 40 min and finally reached somebody who could help them and he said she has to pay $67 to upgrade to front seat because miles can be used to upgrade to first class and not upfront seats. They pleaded if the airline can do anything because they were trying since several days, the airline replied they cant help them.
- 12. How could the service be improved?? The airline should develop their website where most of the questions of customers are answered with the info available on the website There should be a link of frequently asked questions (FAQ’s) and upgrade their FAQ’s periodically as per regular customer queries The concept of miles to be explained clearly to the customer before the customer subscribes to it. More no. of customer care executives should be hired so that they answer more calls in order to avoid long waiting on hold Follow-ups to be done by the airline to know if the customer’s queries are solved
- 13. Conclusion If delivering a good customer experience were a high-wire act, then customer service would be the net. And when the net fails, even a slight flaw in the experience is fatal, no matter how lofty a company’s intentions are.