Customer Service

Customer Service is a series

of activities designed to
enhance the level of
customer satisfaction – that is
the feeling that a product or
service has met customer
expectations.

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 Elements of Customer Service

Elements

Pre- During Post-

Transaction Transaction Transaction

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 Pre- Transaction Elements

Customer Service Policy

System Flexibility

Organisation Structure

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 1. Customer Service Policy
• Every organisation should
have a proper customer
service policy.

• This will be beneficial to

customers as well as
employees.

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 2. System Flexibility
• Business environment is
always dynamic (ever-
changing).
• System flexibility means
making necessary
changes as per the
changes in the business
environment.

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 3. Organisation Structure

• The organisation should

have a proper
organisational structure to
facilitate internal and
external communication
of policies, performance
and actions.

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 During Transaction Elements

Product Availability

Correct Order Status Information

Consistency in Order Cycle Time

Substitute Products

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 1. Product Availability

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2. Correct Order Status Information

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3. Consistency in Order Cycle Time

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 4. Substitute Products

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 Post - Transaction Elements

After Sales Service

Product Tracing

Consumer Grievances Redressal

Product Loaning

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 1. After Sales Service

 Warranties.

 Guarantees.

 Repairs.

 Maintenance.

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 2. Product Tracing

• Product recall / product tracing is a situation wherein the

sold products are traced and called back by the
company due to damage, defect or expiry of products.

• Examples:
• 75419 units of Baleno & 1961 units of Swift Dzire were
recalled due to faulty airbags.
• One of the latest and best example of product recall is
_____.

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3. Customer Grievances Redressal

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 4. Product Loaning

• Product loaning means

giving a temporary
substitute product for
usage till original product
is repaired.

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 7 R’s of Customer Service
Right Product

Right Quantity

Right Condition

Right Place

Right Time

Right Price

Right Customer

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 Importance of Customer Service

Ensuring Perfect Order

To improve Customer Satisfaction

To Increase Sales

To Improve Market Position

To Retain Existing Customer

To Retain Customer Loyalty

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