Name of Institution

Service failure, recovery & handling consumer complaints

Service failure

Name of Institution

Three main categories: Service delivery system failures Customer needs and requests Unprospected and unsolicited employee action Three types of employee system failures Unavailable service Unreasonably slow Other core service failures

Service failure

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Customer needs and requests: Special needs: physical, psychological, linguistic, sociological difficulties Customer preferences: need based Customer errors Disruptive others: negative influence Unprompted and unsolicited action Level of attention Unusual action Cultural norms Gestalt Adverse conditions

Customer response to service failure

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Do nothing Complain in some form to the service firm Take action through a third party( consumer advocacy group, consumer affairs or regulatory agencies, and civil or criminal courts) Abandon this supplier and discourage other people from using the service (negative word-of-mouth)

Customer complaint
Service failure
Dissatisfaction/ Negative emotion

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Complaint action

No complaint action

Complain to provider

Negative Word of mouth

Third party action

Exit/switch

Stay

Exit/ switch

Stay

Service Recovery

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Service recovery refers to the actions taken by an organisation in response to a service failure. A firms reaction to a complaint can result in customer satisfaction and goodwill, if it is addressed quickly and properly.

CUSTOMER RESPONSES TO EFFECTIVE Name of Institution SERVICE RECOVERY

Service recovery efforts play a crucial role in achieving and restoring customer satisfaction. The true test of a firms commitment to satisfaction and service quality isnt in advertising promises but in the way it responds when things go wrong for the customer.

Service recovery strategies

Act quickly Treat customers fairly

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Make the service Fail safe

Learn from lost customers

Service recovery strategy

Encourage and Track complaints

Learn from Recovery experience Cultivate relationship With customers

Provide adequate explanations

UNDERSTANDING CUSTOMER Name of Institution RESPONSE TO SERVICE FAILURES

To be able to deal effectively with complaining customers, one needs to answer some questions:
1. Why do customers complain? 2. What proportion of unhappy customers complain? 3. Why dont unhappy customers complain? 4. Who is most likely to complain? 5. Where do customers complain?

UNDERSTANDING CUSTOMER Name of Institution RESPONSE TO SERVICE FAILURES

Why do customers complain?

1. Obtain restitution or compensation 2. Vent their anger. 3. Help to improve service especially in an highly involved service.

UNDERSTANDING CUSTOMER Name of Institution RESPONSE TO SERVICE FAILURES

What proportion of unhappy customers complain?
Only 5-10% of customers who have been unhappy with a service complain. Sometimes its even lower!! There is evidence that consumers the world over are becoming better informed, and more assertive about seeking satisfactory outcomes for their complaints.

UNDERSTANDING CUSTOMER Name of Institution RESPONSE TO SERVICE FAILURES

Why dont unhappy customers complain?
1. Some dont wish to take the time to write a letter or fill out a form especially if its a low involvement service. 2. Many see the payoff as uncertain. 3. Many dont know where to go or what to do. 4. Many people feel that complaining is unpleasant. 5. Complaining behavior can be influenced by role perceptions and social norms. 6. In services where customers have low power they are unable to complain.

UNDERSTANDING CUSTOMER Name of Institution RESPONSE TO SERVICE FAILURES

Who is most likely to complain?

Research shows that people in the higher socioeconomic levels are more likely to complain. Those who complain tend to be more knowledgeable about the services in question.

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At ICICI Bank, we believe in providing the best of services to our customers. We provide customers with easy access to information, products and services, as well as the means to get their grievances redressed. Click here to read our Complaint Handling Process (This Grievance Redressal process is also applicable for grievances relating to services provided by outsourced agencies) or if you have a grievance, please feel free to:
Homepage

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Consumer Grievances Redressal Mechanism in BSNL

Complaints are being booked on "198". This Toll Free Service of booking complaints are available in every telephone system. Grievances can be booked on "12727"(for Circle Office) or "1095" (for District Office). This special Toll Free Service has been introduced by BSNL for booking public grievances. (ii) In every office 'visiting hours' are prescribed where the subscribers having complaints or grievances can approach the officers of BSNL at various levels, (iii) Public Grievance Officers are available right from Corporate Office to SSA (Secondary Switching Area) level. The complainant can approach these officers in person or through written complaints or communicate through e-mail or contact on telephones,

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Special attention is being given to holding meetings with consumer organizations. (v) Telephones Advisory Committees have been constituted, (vi) Senior Officers are available for public without prior appointment during a specified hours on working days. (vii) Customer Service Centres have been opened for IMPCS

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Open House Session:

Complaints/suggestions of general nature as regard to improving the telecom services in the area are discussed in the Open House Sessions. The basic idea of conducting such Open House Sessions is to establish direct channels of communications with our customers and also to enable the telecom staff to appreciate and evaluate the customers difficulties and complaints from their point of view. A press notification is issued in leading newspaper to hold the Open House Session for inviting customers to attend and submit their suggestions/grievances. Subscribers are invited in a public hall

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Telephone Adalats: Subscribers whose grievances remained unsettled are invited to make petitions for redressal of their grievances in Telephone Adalats. SSA(Secondary Switching Area) Level Telephone Adalats are being conducted on bimonthly periodicity and Circle level Telephone Adalats are being conducted once in three months.