TOPIC 5 DESIGNING CUSTOMER SERVICE
click to edit
The Concept Of Counter Service
Counter service is the department/function of an organisation that responds to inquiries/ complaints from the customers.
click to edit
5 Main Characteristics
click to edit
Knowledgeable counter service personnel
Accurate, familiar 7 informative notice board
Established database & technology
Enguiry Counter
Waiting are & enough space to complete a job at the counter
click to edit
Components Of Counter Service
click to edit
In front of the counter
Counter section
Section behind the counter
click to edit
7 Ps Of Service Counter
click to edit
Product-core service provided
Price-affordable to customers
Place-located strategically
Promotion-explanation on the promotion offered
Personnel-well-trained staff
Presentation/Physical- appearance of the counter & its surroundings
Process-Implementation of the services
click to edit
The Moment Of Truth
MoT is the moment when a customer first comes in contact with the people (employee of a company), people, systems, procedures or products of an organisations.
click to edit
Examples (AIRLINE SERVICES)
click to edit
Making a reservation
Purchasing tickets
Checking baggage
Boarding a flight
Ordering a beverage
Requests a Magazine
Picks up baggage
click to edit
Client Charter
click to edit
Characteristics Of a Client Charter
click to edit
Clarity
Facilities Dissemination
Credibility
Practically
Specific
Continuous improvement
Measurable( can be the KPI)
click to edit
A written commitment by organisation in the provision of outputs of services which are of quality, fast, efficient and tailored to meet the requirements of customers.
Implementation Of Client Charter
click to edit
Promotion
Service recovery
Supervision
Evaluation & improvement