Customer Care: Providing World-Class Service and Building Loyal Relationships

What is Customer Care ,[object Object],[object Object],[object Object]

VISION ,[object Object],[object Object]

Subscriber & Customer Subscriber: One who accepts the conditions of the organization. Customer: The organization should be in a position to cater all the needs of the customer

Why is Customer Care Important ,[object Object],[object Object],[object Object],[object Object]

Modern customer-oriented organization chart Top management Middle management Front-line people Customers Customers Front-line people Middle management Top management Traditional organization chart

Customer has to feel “SPECIAL” ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Speedy (Acting quickly) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Speedy cont 1. . . ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Speedy cond 2 . . . ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Speedy cont 3 . . . ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],BSNL solutions for internet access In case of infeasibility, explore alteranatives.

Personalized ,[object Object],[object Object],[object Object],[object Object]

Personalized cont 1 . . . ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Personalized Cont 2 . . . ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Exceeding Expectations ,[object Object],[object Object],[object Object]

Exceeding Expectations Cont 1 . . . What you Provide < = > What you Promised and/or What They Expected Dissatisfied Delighted Satisfied

Expectations from front-line staff ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Exceed Expectations Cond 2 . . . Delight = Expectation + 1

Exceed Expectations Cont 3 . . . + 1 % + 1 more smile + 1 additional item + 1 more personal contact + 1 bit more thought fullness + 1 extra minute of your time + 1 check to make sure all’s now OK + 1 telephone call to ensure the customer’s happy + 1 anything else that will delight your customers

Courtesy ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Informed ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Informed Cont 1 . . . ,[object Object],[object Object]

Attitude ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Attitude Cont 1 . . . ,[object Object],[object Object],[object Object],[object Object]

GANDHIJI & CUSTOMER ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Attitude cond 2 . . . ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Attitude Cont 3 . . . ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Attitude Cont 4 . . . ,[object Object],[object Object],[object Object]

Attitude Cont 5 . . . ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Attitude cont 6 . . . ,[object Object],[object Object],[object Object],[object Object]

Attitude Cont 7 . . . ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Long Lasting ,[object Object],[object Object],[object Object],[object Object]

Long Lasting cont 1 . . . ,[object Object],[object Object],[object Object],[object Object]

Long Lasting Cont 2 . . . ,[object Object],[object Object],[object Object]

Situations of Customer Care ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Customer Care: Providing World-Class Service and Building Loyal Relationships

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