BUSINESS RISK

CUSTOMER SERVICE RISK MANAGEMENT

AUJI AMALIA

1701102010024

INTERNATIONAL MANAGEMENT
PROGRAM BATCH 2017
WHAT IS RISK MANAGEMENT ?
• Risk Management is the process of identifying, analyzing
and responding to risk factors throughout the life of a
project and in the best interests of its objectives. Proper
risk management implies control of possible future events
and is proactive rather than reactive.
CUSTOMER SERVICE
• The assistance and advice provided by a company to
those people who buy or use its products or services.
• Customer service is an essential but often overlooked
aspect of business that is rapidly becoming a requirement
in order to remain competitive
BUSINESS RISKS RELATED TO CUSTOMER SERVICE

• Customer relationship management may be fragmented.

• Lack of knowledge on the part of one section of an
enterprise regarding interactions with a customer on the
part of another can lead to customer frustration and
embarrassment.
• Web pages are static (not constantly updated), thus they
do not respond to customer needs and demands
BUSINESS RISKS RELATED TO CUSTOMER
SERVICE
• Inadequate staffing provides for an overloaded workforce
where responses to inquiries may be unacceptably
delayed or never answered at all.
• Inefficient routing protocols send voice calls and emails
into a black hole where they are never retrieved or
responded to.
HOW TO AVOID CUSTOMER SERVICE RISK
• Strengthen your customer service skills.
a. Empathy, patience and consistency
b. Adaptability
c. Clear Communication
d. Work ethic
e. Knowledge
f. Thick skin
HOW TO AVOID CUSTOMER SERVICE RISK
• Look at every touchpoint

• Improve your customer interactions

• Give your customers a way to provide feedback

• Enhance your customer service strategy

THANKS