Customer service

Introduction to Management
Instructor: Mr. Dang Hoang
Group 8
Topic:7-Customer service
Group members: Le Thi Mai Phuong
Do Thu Thuy
Vu Huong Tra
Tran Ngoc Ha Vy
Rationale
Analysis
S.W.o.T
recommendation
Rationale
Robbins.S.P, Couler.M, Introduction to management and
organization, Management, pp.46
+ Every organization needs customers. Without customers,
organizations would cease to exit.


+ Delivering consistent high quality service is essential for
success and survival in todays competitive environment.

Information technology industry with the fastest development rate in Vietnam
Fierce competition among 8 mobile networks ( MobileFone, Viettel mobile,
Vinaphone, Vietnam mobile, S-phone, Gtel, EVN telecom and Indochina
telecom)
Customer Service one of the most important part.
VMS MobiFone:

-the best quality service provider in
Vietnam voted by customers
-Very well-known company
-Easy to access ( in the center of Hanoi)
Vietnam Mobile Telecom Services Company (VMS MobiFone)
Rationale
Analysis
INTRODUCTION
Founded in April 16th 1993 by Vietnam Posts and Telecommunications Corporation
Coverage stations: 2,500
Agents: 4,200
Dealers: 20,000
Location:
216 Tran Duy Hung, Trung Hoa Nhan Chinh- Cau
Giay Hanoi
Vietnam Mobile Telecom Services Company (VMS MobiFone)
Products: MobiGold,
MobiCard, Mobi4U, Mobi365,
MobiZone, MobiQ
To customers
+ Promotion campaign
STRATEGIES

Extra account
Free messages
Free call minutes
Cooperating with Vietnam Airline and FPT cell-phone distributor
+ Loyalty program
Bonus point
Gifts for special occasions

+ Customers Care:

Smart Care 9244

Hotline 090 4/5/8 144144 and 0939 144144

Call Center 1800109
successful call rate to Call Center per 60 seconds
and receiving return is 98.82%

To customer Service Employees:
Customer Care Department:
+ Selecting standard:

Call Center 24/7
+ 3,000 high qualified call agents
+ Female /16-35 years old
+ Responsibility:
Properly communicating
Attentively listening
Independently solving problems
Excellent certificate for bachelor of BA,
Marketing, Economic.
Or
Good certificate along with Certificate
of Master and 2 years of experience.
STRATEGIES
Customers focused
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Analysis
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Strengths
Pioneer in providing cell-phone service in Vietnam
High quality
The best customer care operator in 2008
Experience
Strategy: centralizing customers
Severe recruitment Good
customer care employees
Weaknesses
Liveinfo service: Bothering customers
Providing unwanted information
Wasting money of customers
Making customers cell-phones
run out of battery quickly
(Since 8/2008, liveinfo service was applied for
all new Mobi SIM without registration from
subscribers)
Opportunities
The agreement to provide 3G service from Department of
Information and Communication
Providing a better service to customers
Threats
Competitiveness in promotion campaigns among cell-
phone service providers.
VMS MobiFone
Viettel telecom
Viettel Privilege Long time connection
Student Sim Student Sim
Bonus codes
(VNPT 2009 week)
Bonus codes
(Lucky number)
More severe demand from customers Harder to satisfy
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Analysis
S.W.o.T
Recommendation
Improving Liveinfo service
Take full advantages of and develop 3G service
-Upgrading infrastructure
-Training staff
-Launching 3G as soon as possible to meet customers 'demand
Stimulate top position in postpaid service
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Analysis
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recommendation
Thank you for listening !!!
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recommendation
Its time for Q&A