Types of Jay customers

There are six type of Jay customers who can interept your services or your business. Sometimes
you should avoid them or managing them properly can make the service easy.

The Thief

•No intention of paying—sets out to steal or pay less

•Services lend themselves to clever schemes to avoid payment

ØFor example: bypassing electricity meters, circumventing TV cables, riding free on public
transportation

•Firms must take preventive actions against thieves, but not alienate honest customers by degrading
their service experience

ØMake allowances for honest but absent-minded customers

At Grameenphone there are some customers who try to steel some instruments like SIM, information of
others customers, balance transferring and some of the office instruments when they come to take the
services.
The Rulebreaker

•Many services need to establish rules to guide customers safely through the service encounter

•Government agencies may impose regulations that service suppliers must enforce

•Some rules protect other customers from dangerous behavior

ØFor example: Vail and Beaver Creek, Colorado—ski patrollers issue warnings to reckless skiers by
attaching orange stickers on their lift tickets

•Ensure company rules are necessary, not bureaucratic

Some of the customer grameenphone customer does not want to maintain the rules of the services like
they does not fill up the regeneration page while they are buying the SIM or internet modem, they does
not pay the money or bill of services on the right time or they late.

The Belligerent

•Expresses resentment, abuses service employees verbally or even physically

•Confrontations between customers and service employees can easily escalate

•Firms should ensure employees have skills to deal with difficult situations

ØIn a public environment, priority is to remove person from other customers

ØMay be better to make a public stand on behalf of employees than conceal for fear of bad publicity

There are some customers of Grameenphone who always try to have services first and they
interrupt with the employees of the grameenphone. They make a caustic situation in the office
with the employee to have some services avoiding the rules. Some times the customers make
this situation over the phone when they are calling to the customers services.
Family Feuders
• People who get into arguments with other customers—often members of their own family

Some of the family members of the employee comes to the office and talk with the employee when they
are working and they misspend the working time even they try to have the services as cordially as
possible even breaking the rules or queue.

•The Vandal:

ØService vandalism includes pouring soft drinks into bank cash machines; slashing bus seats, breaking
hotel furniture

ØBored and drunk young people are a common source of vandalism

ØUnhappy customers who feel mistreated by service providers take revenge

ØPrevention is the best cure

There are some irritating customers at the grameenphone who try to vandalize the offices or customers
services point of grameenphone when they can’t meet there expectation. Some of the customers are
that much angry that they vandalize the office though that providing services can break the rules. Some
of the powerful people or the political people try to show there power and have some money from the
company to do the business in that area.

The Deadbeat

•Customers who fail to pay (as distinct from “thieves” who never intended to pay in the first place)

ØPreventive action is better than cure—for example: insisting on prepayment; asking for credit card
number when order is taken

ØCustomers may have good reasons for not paying

-If the client's problems are only temporary ones, consider long-term value of maintaining the
relationship

Some times customers can to pay the bill of grameenphone at the just in time so the company provides
a facility of paying at late. Even the grameenphone have a biggest number of prepaid customers who
pay first and then they use services so there is no problem of deadbeat. But there are many post paid
customers specially the corporate client who do not pay at the right time even try to pay less amount
then the actual.

http://kninn.blogspot.com/2010/06/types-of-jaycustomers.html
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Customers as Co-Producers: Levels of Participation in Service Production

 Low – Employees and systems do all the work

 Medium – Customer inputs required to assist provider
 Provide needed information, instructions
 Make personal effort
 May share physical possessions
 High – Customer works actively with provider to co-produce the service

As mobile industry is high customer involvement because the customer have to take the service
by themselves so at GP customer involvement is very high. The customer will bye the
connection and they will activate the SIM by themselves then they have to make the phone call
by them self. Most the service of the GP the customer have to take my themselves .

Service Firms as Teachers: Well-trained Customers Perform Better

 Firms must teach customers roles as co-producers of service: The GP have to teach the
customer how to call or how to take the services. Sometimes they have to open outlet only to
teach the customer in somewhere or contacting over the phone call. The Grameenphone gives
the instruction to the customer to take the services by calling at different numbers.
 Customers need to know how to achieve best results: Sometimes the customer need to know
some information about the services to have the best services. Customer need to know the way
of using services so that they can extract the full benefits of services.
 Education can be provided through:
 Brochures: The service companies provides some brochures or catalog where some
information is given for the customer that can educate them in using the services . From
the brochures a customer can know how to use the services products and how to
extracts the full benefits of services. GP provides brochures with the SIM connection or
some brochures are given to the customer about the services, from where the customer
can know how to activate the SIM and how to have the information about the different
customer services or promotion.
 Advertising: This is the easy way educating the mass customer, a service company can
teach their customer by advertising on TV, radio, newspaper or internet. By the
advertising a services company educate the customer about how to have the best
possible services of the products.


 Posted instructions: The services company can post some instruction in some place so
that the customer can know about the services. The company can give the instruction to
the customer by using the poster or bill boards. GP use this strategy to teach the
customers they posted some services or the services number in the poster billboard so
that the customers can know or use that services. Like GP uses the billboards at the
roadsides.
 Machine-based instructions: The company can use some machine based instructions to
teach the customer about the services so that the customers can know about the
services that the company provides.
 Websites, including FAQs: This is the most easiest and low costly to educate the
customers about the services of the company. The company can provide web based
problem solution or the web based services instruction. The GP has a very nice website
and they have a customer solution services through that website. The GP provides the
online customer services and FAQ to solve the customer services and to provide the
best benefits of the services.
 Service providers: The company can use the services providers to give the customer
services so that the customer can have the services from the services providers without
coming to the company.
 Fellow customers: The customer can know the way of having the best services from the
others users, like GP has very big customers base so that one customer can know the
information about the services from the others customers.
 Employees must be well-trained to help advise, assist customers: The services
proviceds or the employee should the well trained to provide the best services to the
customers. GP has well trained services providers or the high skilled employee who can
ensure the best services and the customer can have the best benefits from the services.