TOPIC 5 DESIGNING CUSTOMER SERVICE

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The Concept Of Counter Service

Counter service is the department/function of an organisation that responds to inquiries/ complaints from the customers.

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5 Main Characteristics

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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

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Components Of Counter Service

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In front of the counter

Counter section

Section behind the counter

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7 Ps Of Service Counter

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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

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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.

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Examples (AIRLINE SERVICES)

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Making a reservation

Purchasing tickets

Checking baggage

Boarding a flight

Ordering a beverage

Requests a Magazine

Picks up baggage

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Client Charter

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Characteristics Of a Client Charter

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Clarity

Facilities Dissemination

Credibility

Practically

Specific

Continuous improvement

Measurable( can be the KPI)

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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

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Promotion

Service recovery

Supervision

Evaluation & improvement