customer complaint issues

2. Customer complaint: Service below
expected level
 Excuse: Nobody’s perfect and we can’t
make every customer happy


3. 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
Group
Implemented
new
customer
relations
management
system that
will enable
the company
to tailor its
communicati
ons with, and
service to,
customers,
according to
their personal
preferences
All
employees
take a
course on
how to
create
dream
holiday
experience
s for their
customers
through
caring and
respectful
service

4. 


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

5. Own
assessment
Customer
feed back
Continual
improvement
Satisfied customer

6. Own assessment
Customer Feed Back
Measure Key
performance
Indicator
Referenceability
Periodic Audit
and Review with
Team
Customer Survey
Continual Improvement
Determine areas of
improvement based on
customer feedback& own
assessment
Quantifiable goals

8. 
“Pizza Hut, American’s 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.”

10. Customer Loyalty
 Competitive edge
 Cost to Company
 Happy Customers


11. Customer complaint: Timely delivery of
service
 Excuse: Good service requires time and
guests expect that


12. 






Responsive to changing needs
Timely ERP implementation
Designed for the everyday and for exceptions
FedEx Tracking System
Scalability—can 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

13. 

“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

15. 







Better speed
Better and cheaper
plans
Nation wide
presence
No hidden charges
BUT??
Worst fault management
Poor customer care
Results--