BBA3373 CUSTOMER RELATION MANAGEMENT

INDIVIDUAL PROJECT

ABOUT BAD & GOOD CUSTOMER

EXPERIENCEASMIDAH BT AMIL

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• Service provided to customers before, during, after purchasing and using goods or services.

CUSTOMER EXPERIENCE• Who have a positive experience are more likely to

become repeat customers & loyal customers of the business.

Question is ;

• Describe a recent bad & good experience you encountered buying or using a product or service.

- What, when and where • What did you do with the bad experience? - Did you tell anybody? - Did you complain to the seller or provider? i. If yes, what was the response? ii. If no, why not • Will you buy or use the same product or service again? • Will you recommend the same product or service to anybody? • What must the seller or provider do to win back & retain your loyalty?

Bad customer experience

Experience to buy or use a product or serviceWhat ; celcom customers serviceWhen ; Feb 2013Where ; celcom service center Kuala Lumpur

Experience

• Sales promoter celcom force’s me to take up the ‘free postpaid’.

“ is your gift source, and our mission is to make your life is better and completely

satisfying. We promise to do our best and

get your gifts there on time and perfect condition.”

After one month

• Received call from celcom customer service

“ we unhappy to you because you have twice deferred payment from us (celcom) in total Rm580. You need do payment until end of the month (Feb 2013). If you not do, our

department will be make your name is black list. So, you can not do loan any where”.

What did I do with the good experience?

I. Did tell anybody? - Yes, I do. Especially my beloved family and friends. “don’t take up the celcom blue postpaid

when their force’s you to take it”.• Because when you have problem about it the celcom

customer service is nothing do. II. Did complain to the seller or provider? - Yes, I do.

I. Will I buy or use the same product or service again? - No! I didn’t .II. Will I recommend the same product or service to anybody? - No! I didn’t .III. What must the seller or provider do to win back my loyalty? - Identify the customers problem - Take care your customers - Always look around your officer customer service for do the good customers.

Good customers experience

Experience to buying or using a product or serviceWhat ; Traveling by Air Asia flightWhen ; end of the years (Dec 2011)Where ; Sultan Ismail International Airport Johor Bahru, Malaysia.

Experience

• Luggage lost “ how may assist you?”

“ It is small problem, don’t worry about it. Our department will be manage it”.

What did I do with the good experience?

• Did I tell anybody? - Yes, I did. Air Asia is a good choice• Did I complain to the seller or provider? - No.• Will you buy or use the same product or service again? - Yes, I will.• Will you recommend the same product or service to anybody? - Yes, I will do that• What must the seller or provider do to retain your loyalty? - Customer care - Retain the customer relations management - Identify the other alternative for get customers satisfaction - Always do “first direct”