my ppt crm1.pptx service blueprient of crm

rjhgrgfzkgjriggrhgnxdkjv

1. Service Blueprint Designing and Managing Customer Experiences for maximum impact.

2. Content About Service Blueprint Cu s tomer Ex p e c tat i ons… W hat ar e th e y? Service Mapping/Blueprinting Blueprint components Service Blueprint Components Service blueprint Overnight Hotel Stay Managing and Influencing Customer Expectations H a ndl i ng C u st o mer Compla i nts

3. Service Blueprint Service blueprint is a picture or map that accurately portrays the service system so that different people involved in providing it can understand and deal with it objectively regardless of their individual point of view . Particularly useful at design and redesign stages of service development. It provides a way to break the service into logical components and to depict the steps or tasks in the processes, the means by which they are executed and evidence of the service as consumer experiences it.

4. Cu s tomer Ex p e c tat i ons? S o what do customers exp e ct from yo u the servic e provider?

5. A survey was carried out to sample customer ex p e c tat i ons an d the res p onses o b ta i ned we r e v ery s i m i l ar , demon s tra t i ng th a t mo s t of us want the s a me th i ngs whe n w e ar e cust omers Cu s tomer Ex p e c tat i ons?

6. To be taken seriously Competent,efficient service Anticipation of my needs Explanations in my terms Basic courtesies To be informed of the options Not to be passed around To be listened to (and heard) Dedicated attention Cu s tomer Ex p e c tat i ons? Kno w l edge a b l e h e l p Friendliness To b e k e p t i n f orm e d Follow-through Honesty Feedback Pr ofes s i on a l s er v i ce Empathy Respect When I’m a customer , I want

7. Service Mapping/Blueprinting A tool for simultaneously depicting the service process, the points of customer contact, and the evidence of service from the customer’s point of view. Service Mapping Process Points of Contact Evidence

8. Blueprint components Basic components of Service Blueprint are: Customer actions “Onstage” contact employee actions “Backstage” contact employee actions Support processes

9. Service Blueprint Components Customer actions: it includes steps, choices, activities and interactions that customer performs in the process of purchasing, consuming and evaluating the service Onstage employee actions: steps and activities that the contact employees performs that are visible to the customer. Backstage employee actions: steps and activities that occur behind the scene to support onstage activities. Support processes covers the internal services, steps and interactions that take place to support the contact employees in delivering the service.

10. Service Blueprint Components Line of interaction: direct interactions b/w the customer and organization. Line of visibility: this line separates all service activities that are visible to the customers from those that are not visible. Line of internal interaction: separates contact employees activities from those of other service support activities and people. Physical evidence

11. Service blueprint : Overnight Hotel Stay SUPPORT PROCESS CONTACT PERSON (Back Stage) (On Stage) CUSTOMER Hotel Exterior Parking Cart for Bags Desk Registration Papers Lobby Key Elevators Hallways Room Cart for Bags Room Amenities Bath Menu Delivery Tray Food Appearance Food Bill Desk Lobby Hotel Exterior Parking Arrive at Hotel Give Bags to Bellperson Check in Go to Room Receive Bags Sleep Shower Call Room Service Receive Food Eat Check out and Leave Greet and Take Bags Process Registration Deliver Bags Deliver Food Process Check Out Take Bags to Room Take Food Order Registration System Prepare Food Registration System PHYSICAL EVIDENCE

12. Managing and Influencing Customer Expectations At every stage in the customer‟s relationship with your organization or in the buying process, customers have a different se t o f ex p ect a t i o n s . At the pre-purchase stage when customers are still in doubt on whether to establish a relationship with your organization W hat w o u l d the i r exp e cta t i o ns be ? During the customer service encounter, when they are in the p r o cess o f us i ng y o ur ser v i ces W hat wou l d t he i r e x pec t a t i ons be ? After the service has been accessed, what wo u l d be t he i r e x pec t a t i ons of yo u ?

13. Learn what customers expect. Ask employees and customers. Tell customers what to expect. Consistently provide the service customers expect. This concretizes their expectations Managing Customer Expectations During Purchase Prior to Purchase Communicate -were expectations met? Follow up on customers to get their views Develop a procedure for dealing with dissatisfied customers. After the Purchase

14. Influencing Customer Expectations Sometimes we as service providers realise that what our customers want is unrealistic not in their own interests Cannot be provided by our organization etc. In situations such as these, we need to influence their expectations so as not to lose potential customers or to be able to provide them with services that will inure to their benefit. Establish trust: People buy only from those whom they trust. And trust needs to be earned and sustained through constant follow-up and customer care. Educate: The more your customers know, the better they understand the complexity of your work and the impact their expectations have. The customer is not always right. He should be educated to take the best decisions in the interest of both himself and you the service provider. Give more than you take: See if you can identify one or two of your customer‟s expectations that you haven't acted on and which are relatively easy to satisfy. Ensure they're satisfied. Then bring up some expectation you would like to change. When the customer perceives that you usually give more than what he demands, he will start having faith in your decisions.

15. 5 Steps for Handling Customer Complaints St e p 1 – What i s going on? : A s s ure the c u s to m er you can help and then listen carefully. Determine the rea s on for the p r oblem w i thou t a s s i g n i ng blame. St e p 2 – What caus ed t he pr o bl em?: I dent i fy the root cause. St e p 3 – What can I do? : T hank the c u s to m er for t he o p p o rtun i ty to f i x th i ngs. R e ct i fy the s i tu a t i on. St e p 4 – What can I s a y? : Restore the relationship. Follow up to make sure customer is now satisfied. Step 5 – What needs to be done?: Fix any practices or p r o c edures s o the p r o b le m doesn’ t o c cur ag a i n. Handling Customer Complaints

16. How can you measure customer service ?

17. Presented by:- Isha Gupta Divyansh Yadav Abhishek Srivastava Abhay Singh Ashutosh Kashyap