1. Customer complaint: Service below expected level Excuse:
Nobodys perfect and we cant make every customer happy
2. In Travel & tourism industry customer service is not
about meeting expectations but exceeding them due to high level of
competition.Value feedback from our customers on any aspect of
their experience with Thomas Cook GroupImplemented new customer
relations management system that will enable the company to tailor
its communicati ons with, and service to, customers, according to
their personal preferencesAll employees take a course on how to
create dream holiday experience s for their customers through
caring and respectful service 3. Thomas Cook India wins two titles
The Best Tour Operator and The Best Forex Company at the CNBC Awaaz
Travel Awards 2012 Thomas Cook Group was ranked 26th of 500 UK
companies named as superbrands based on independent consumer
research into quality, reliability and distinction Cruise Thomas
Cook won Best Customer Service and Best Overall Tour
Operator/Partner at the Co-operative Travel Star Awards 4. Own
assessment Customer feed backContinual improvementSatisfied
customer 5. Own assessment Customer Feed Back Measure Key
performance IndicatorReferenceabilityPeriodic Audit and Review with
TeamCustomer SurveyContinual Improvement Determine areas of
improvement based on customer feedback& own
assessmentQuantifiable goals 6. Pizza Hut, Americans favorite Pizza
cares a lot about their customers. By finishing the short survey,
you will receive 10 chances to win $1,000 cash plus receive a
chance to instantly win other great prizes. Plus a chance to
instantly win one of our other great prize with a combined value of
$1,500 weekly. Share your feedback and comments for Pizza Hut. 7.
Customer Loyalty Competitive edge Cost to Company Happy Customers
8. Customer complaint: Timely delivery of service Excuse: Good
service requires time and guests expect that 9. Responsive to
changing needs Timely ERP implementation Designed for the everyday
and for exceptions FedEx Tracking System Scalabilitycan easily add
incremental volume Workforce More than 160,000 employees worldwide
Average Daily Volume More than 3.9 million packages and 11 million
pounds of freight Service Area More than 220 countries and
territories, including every address in the United States Air
Operations More than 375 airports served worldwide Air Fleet 634
aircraft, including 10. At FedEx, we believe there is a crucial
link between team members satisfaction and customer satisfaction
and loyalty, said Cary Pappas, president of FedEx Customer
Information Services. FedEx has ranked number one in the Express
Delivery industry for 12 consecutive years 11. Better speed Better
and cheaper plans Nation wide presence No hidden charges BUT??Worst
fault management Poor customer care Results--
