logging in or signing up service recovery and service encounter lien85 Download Post to : URL : Related Presentations : Share Add to Flag Embed Email Send to Blogs and Networks Add to Channel Uploaded from authorPOINT lite Insert YouTube videos in PowerPont slides with aS Desktop Copy embed code: (To copy code, click on the text box) Embed: URL: Thumbnail: WordPress Embed Customize Embed The presentation is successfully added In Your Favorites. Views: 902 Category: Business & Fin.. License: All Rights Reserved Like it (0) Dislike it (0) Added: November 30, 2010 This Presentation is Public Favorites: 1 Presentation Description it contents a depth inside of service recovery. Comments Posting comment... By: xszll2007 (14 month(s) ago) good Saving..... Post Reply Close Saving..... Edit Comment Close Premium member Presentation Transcript SERVICE RECOVERY SEVICE ENCOUNTERS : SERVICE RECOVERY SEVICE ENCOUNTERS PRESENTED BY N. NABAKUMAR MANNA DEY SAMSON ADKHIKARI CHAOBA SINGH DANNY KHARTU MONSANG VS RAMUNG WHAT IS SERVICE RECOVERY : WHAT IS SERVICE RECOVERY ACTION RESPONSE TO A SERVICE FAILURE IMPACT: SERVICE FAILURE AND RECOVERY : IMPACT: SERVICE FAILURE AND RECOVERY SERVICE RECOVERY EFFECTS : SERVICE RECOVERY EFFECTS POSITIVE EFFECT Percentage of customers who will buy again after a major complaint : Percentage of customers who will buy again after a major complaint SERVICE RECOVERY EFFECTS : SERVICE RECOVERY EFFECTS WORST IMPACT TERRORIST HOW CUSTOMERS RESPONSE TO SERVICE FAILURES : HOW CUSTOMERS RESPONSE TO SERVICE FAILURES Slide 8: Service failure dissatisfaction?/negative emotions Complaint action No complaint action Complaint to provider Negative word of mouth Third party action Exit/ Switch Stay Exit/ Switch Stay TYPES OF COMPLAINERS : TYPES OF COMPLAINERS PASSIVES VOICERS IRATES ACTIVISTS CUSTOMERS’ RECOVERY EXPECTATIONS : CUSTOMERS’ RECOVERY EXPECTATIONS OUTCOME FAIRNESS PROCEDURAL FAIRNESS INTERACTIONAL FAIRNESS SERVICE RECOVERY STRATEGIES : SERVICE RECOVERY STRATEGIES Service Recovery Strategies Welcome Encourage Complaints Fail Safe the Service Act Quickly Treat Customers Fairly Learn From Recovery Experiences Learn From Lost Customers FAIL SAFE SERVICE : FAIL SAFE SERVICE DO RIGHT THE FIRST TIME ZERO DEFFECT WELCOME AND ENCOURAGE COMPLAINTS : WELCOME AND ENCOURAGE COMPLAINTS ANTICIPATED ENCOURAGE AND TACKED SIMPLIFY COMPLAINT PROCESS ACT QUICKLY : ACT QUICKLY TAKE CARE OF PROBLEMS ON THE FRONT LINE EMPOWER EMPLOYEES TREAT CUSTOMERS FAIRLY : TREAT CUSTOMERS FAIRLY LEARN FROM RECOVERY EXPERIENCES : LEARN FROM RECOVERY EXPERIENCES RECORD EVERY SERVICE RECOVERY LEARN FROM LOST CUSTOMERS : LEARN FROM LOST CUSTOMERS PREVENT FUTURE FAILURES SERVICE GUARANTEES : SERVICE GUARANTEES BENEFITS OF SERVICE GUARANTEES : BENEFITS OF SERVICE GUARANTEES Focus company to focus customers Clear standard Immediate and relevant feedback Instant opportunity to recover Continuous improvement Enhance employee moral and loyalty Reduce sense of risk TYPES OF GUARANTEES : TYPES OF GUARANTEES SATISFACTION VERSE SERVICE ATTRIBUTE GUARANTEES EXTERNAL VERSE INTERNAL GUARANTEE CHARACTERISTICS OF EFFECTIVE GUARANTEES : CHARACTERISTICS OF EFFECTIVE GUARANTEES Unconditional Meaningful Easy to understand and communicate Easy to invoke to collect WHEN TO USE(or NOT USE) A GUARANTEE : WHEN TO USE(or NOT USE) A GUARANTEE EXISTING SERVICE QUALITY IN THE COMPANY IS POOR A GUARANTEE DOESN’T FIT THE IMAGE Slide 23: “Moment of truth” SERVICE ENCOUNTER Introduction : Introduction The heart of a service is the encounter between the server and the customer. It is here where emotions meet economics in real time and where most people judge the quality of service. SERVICE ENCOUNTER : SERVICE ENCOUNTER From the customer’s point of view, the most vivid impression of service occurs in the service encounter , when the customer interacts with the service firm. SERVICE ENCOUNTER TRIANGLE : COMPANY EMPLOYEE CUSTOMERS Internal marketing External marketing Interactive marketing SERVICE ENCOUNTER TRIANGLE A service encounter cascade for a hotel visit. : Check -in Restaurant Meal Wake-up Cal Checkout Bellperson Takes to Room A service encounter cascade for a hotel visit. The Importance of Encounters : The Importance of Encounters If a customer is interacting with firm for the first time, that initial encounter will create a first impression of the organization. Even when the customer has had multiple interaction with, each individual encounter is important in creating a composite image of the firm in the customers memory. TYPE OF SERVICE : TYPE OF SERVICE Remote Encounter. Phone Encounter. Face-to-Face Encounter. Slide 30: SERVICE ENCOUNTER THEMES SERVICE ENCOUNTER THEME 1 : SERVICE ENCOUNTER THEME 1 Recovery SERVICE ENCOUNTER THEME 2 : SERVICE ENCOUNTER THEME 2 Adaptability. SERVICE ENCOUNTER THEME 3 : SERVICE ENCOUNTER THEME 3 Spontaneity. SERVICE ENCOUNTER THEME 4 : SERVICE ENCOUNTER THEME 4 Coping. THE EVIDENCE OF SERVICE : THE EVIDENCE OF SERVICE PEOPLE, PROCESS AND PHYSICAL. AIM FOR CUSTOMER QUALITY AND SATISFACTION IN EVERY SERVICE ENCOUNTER. : AIM FOR CUSTOMER QUALITY AND SATISFACTION IN EVERY SERVICE ENCOUNTER. PLAN FOR EFFECTIVE RECOVERY FACILITATE ADAPTABILITY AND FLEXIBILITY ENCOURAGE SPONTANEITY HELP EMPLOYEES COPE WITH PROBLEM CUSTOMER MANAGE THE DIMENSIONS OF QUALITY AT THE ENCOUNTER LEVEL : MANAGE THE DIMENSIONS OF QUALITY AT THE ENCOUNTER LEVEL CONCLUSION : CONCLUSION “Customer is king” Slide 39: THANK YOU You do not have the permission to view this presentation. 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service recovery and service encounter lien85 Download Post to : URL : Related Presentations : Share Add to Flag Embed Email Send to Blogs and Networks Add to Channel Uploaded from authorPOINT lite Insert YouTube videos in PowerPont slides with aS Desktop Copy embed code: (To copy code, click on the text box) Embed: URL: Thumbnail: WordPress Embed Customize Embed The presentation is successfully added In Your Favorites. Views: 902 Category: Business & Fin.. License: All Rights Reserved Like it (0) Dislike it (0) Added: November 30, 2010 This Presentation is Public Favorites: 1 Presentation Description it contents a depth inside of service recovery. Comments Posting comment... By: xszll2007 (14 month(s) ago) good Saving..... Post Reply Close Saving..... Edit Comment Close Premium member Presentation Transcript SERVICE RECOVERY SEVICE ENCOUNTERS : SERVICE RECOVERY SEVICE ENCOUNTERS PRESENTED BY N. NABAKUMAR MANNA DEY SAMSON ADKHIKARI CHAOBA SINGH DANNY KHARTU MONSANG VS RAMUNG WHAT IS SERVICE RECOVERY : WHAT IS SERVICE RECOVERY ACTION RESPONSE TO A SERVICE FAILURE IMPACT: SERVICE FAILURE AND RECOVERY : IMPACT: SERVICE FAILURE AND RECOVERY SERVICE RECOVERY EFFECTS : SERVICE RECOVERY EFFECTS POSITIVE EFFECT Percentage of customers who will buy again after a major complaint : Percentage of customers who will buy again after a major complaint SERVICE RECOVERY EFFECTS : SERVICE RECOVERY EFFECTS WORST IMPACT TERRORIST HOW CUSTOMERS RESPONSE TO SERVICE FAILURES : HOW CUSTOMERS RESPONSE TO SERVICE FAILURES Slide 8: Service failure dissatisfaction?/negative emotions Complaint action No complaint action Complaint to provider Negative word of mouth Third party action Exit/ Switch Stay Exit/ Switch Stay TYPES OF COMPLAINERS : TYPES OF COMPLAINERS PASSIVES VOICERS IRATES ACTIVISTS CUSTOMERS’ RECOVERY EXPECTATIONS : CUSTOMERS’ RECOVERY EXPECTATIONS OUTCOME FAIRNESS PROCEDURAL FAIRNESS INTERACTIONAL FAIRNESS SERVICE RECOVERY STRATEGIES : SERVICE RECOVERY STRATEGIES Service Recovery Strategies Welcome Encourage Complaints Fail Safe the Service Act Quickly Treat Customers Fairly Learn From Recovery Experiences Learn From Lost Customers FAIL SAFE SERVICE : FAIL SAFE SERVICE DO RIGHT THE FIRST TIME ZERO DEFFECT WELCOME AND ENCOURAGE COMPLAINTS : WELCOME AND ENCOURAGE COMPLAINTS ANTICIPATED ENCOURAGE AND TACKED SIMPLIFY COMPLAINT PROCESS ACT QUICKLY : ACT QUICKLY TAKE CARE OF PROBLEMS ON THE FRONT LINE EMPOWER EMPLOYEES TREAT CUSTOMERS FAIRLY : TREAT CUSTOMERS FAIRLY LEARN FROM RECOVERY EXPERIENCES : LEARN FROM RECOVERY EXPERIENCES RECORD EVERY SERVICE RECOVERY LEARN FROM LOST CUSTOMERS : LEARN FROM LOST CUSTOMERS PREVENT FUTURE FAILURES SERVICE GUARANTEES : SERVICE GUARANTEES BENEFITS OF SERVICE GUARANTEES : BENEFITS OF SERVICE GUARANTEES Focus company to focus customers Clear standard Immediate and relevant feedback Instant opportunity to recover Continuous improvement Enhance employee moral and loyalty Reduce sense of risk TYPES OF GUARANTEES : TYPES OF GUARANTEES SATISFACTION VERSE SERVICE ATTRIBUTE GUARANTEES EXTERNAL VERSE INTERNAL GUARANTEE CHARACTERISTICS OF EFFECTIVE GUARANTEES : CHARACTERISTICS OF EFFECTIVE GUARANTEES Unconditional Meaningful Easy to understand and communicate Easy to invoke to collect WHEN TO USE(or NOT USE) A GUARANTEE : WHEN TO USE(or NOT USE) A GUARANTEE EXISTING SERVICE QUALITY IN THE COMPANY IS POOR A GUARANTEE DOESN’T FIT THE IMAGE Slide 23: “Moment of truth” SERVICE ENCOUNTER Introduction : Introduction The heart of a service is the encounter between the server and the customer. It is here where emotions meet economics in real time and where most people judge the quality of service. SERVICE ENCOUNTER : SERVICE ENCOUNTER From the customer’s point of view, the most vivid impression of service occurs in the service encounter , when the customer interacts with the service firm. SERVICE ENCOUNTER TRIANGLE : COMPANY EMPLOYEE CUSTOMERS Internal marketing External marketing Interactive marketing SERVICE ENCOUNTER TRIANGLE A service encounter cascade for a hotel visit. : Check -in Restaurant Meal Wake-up Cal Checkout Bellperson Takes to Room A service encounter cascade for a hotel visit. The Importance of Encounters : The Importance of Encounters If a customer is interacting with firm for the first time, that initial encounter will create a first impression of the organization. Even when the customer has had multiple interaction with, each individual encounter is important in creating a composite image of the firm in the customers memory. TYPE OF SERVICE : TYPE OF SERVICE Remote Encounter. Phone Encounter. Face-to-Face Encounter. Slide 30: SERVICE ENCOUNTER THEMES SERVICE ENCOUNTER THEME 1 : SERVICE ENCOUNTER THEME 1 Recovery SERVICE ENCOUNTER THEME 2 : SERVICE ENCOUNTER THEME 2 Adaptability. SERVICE ENCOUNTER THEME 3 : SERVICE ENCOUNTER THEME 3 Spontaneity. SERVICE ENCOUNTER THEME 4 : SERVICE ENCOUNTER THEME 4 Coping. THE EVIDENCE OF SERVICE : THE EVIDENCE OF SERVICE PEOPLE, PROCESS AND PHYSICAL. AIM FOR CUSTOMER QUALITY AND SATISFACTION IN EVERY SERVICE ENCOUNTER. : AIM FOR CUSTOMER QUALITY AND SATISFACTION IN EVERY SERVICE ENCOUNTER. PLAN FOR EFFECTIVE RECOVERY FACILITATE ADAPTABILITY AND FLEXIBILITY ENCOURAGE SPONTANEITY HELP EMPLOYEES COPE WITH PROBLEM CUSTOMER MANAGE THE DIMENSIONS OF QUALITY AT THE ENCOUNTER LEVEL : MANAGE THE DIMENSIONS OF QUALITY AT THE ENCOUNTER LEVEL CONCLUSION : CONCLUSION “Customer is king” Slide 39: THANK YOU