Customers may what you said but they'll

never how you made them .

Episodes Details

Research and

how we reached

the results

Share the

details of

different

episodes

Results of the

complete

exercise.

In this section

we will share

different

suggestion

which

Floor will be

open for

questions,

answers and

suggestion

session.

Agenda

Step 1 Step 2 Step 3 Step 4

Outcomes

Episode Recording

Data Extraction

Insights Extraction

Recommendations

Methodology

Financial Services

Consumer Durable

3

4 Hospitality

Telecom

Transport

Health Services 2

1

Episodes

Episodes

Episodes

Episodes

Sectors we have covered

2 Episodes

Mobilink

Call Centre – 3G not

working at office but

at home

Telenor

Call Centre – 3G

surfing speed not up

to the mark

PTCL

Call Centre

Slow landline speed

Telecom Sector

Event

Management

Attitude

Disgruntled

Proficiency

Issues

Reports

Customers

Customer 1st

Bad Day

Good Day

Family

Food

Complain

Complement

Hospitality Sector

Money comes first First Arrange 300,000 Life of patient have no value

Breakdown of Charges Not willing to provide Do what ever you want to do

Emergency Condition At night CCU requirement Angioplasty

Bill Clearance Company Insurance Limit Breach

Health Service

Others

Sample Text

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Inte

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Ban

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g

Bill

s Pa

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Emai

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rt

Cal

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tre

Wro

ng

Emai

l

Mig

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on

85

KM

Pare

nt

Bra

nch

Ap

plic

atio

n

Co

rrec

t Em

ail

Still

Tro

ub

le

Stop HBL Services

Recent Upgrade in HBL internet Banking Web Portal

Tick

et B

oo

kin

g

ISL

-> L

HR

Wee

ken

d

Pu

blic

Ho

liday

Ph

on

e R

eser

ve

SMS

No

tifi

cati

on

Seat

Can

cele

d

11

th H

ou

r

Wai

t fo

r N

ext

Bu

s

Man

ager

Rea

son

able

No

Acc

om

mo

dat

ion

Bad Memories

Ticket reservation at Daewoo Bus

Casual Trousers

Went back and asked to fix the issue

Delivery at office - a favor

Issues in finishing

Its not our fault

You have to come again

Redelivered at office

Issues Still persists

Management

Issue

Other - Charcoal

Satisfied; 33%

Unsatisfied; 67%

Customer Experience Accumulative all Sectors

Satisfied; 75%

Unsatisfied; 25%

Customer Experience - Hospitality

Satisfied; 33%

Unsatisfied; 67%

Customer Experience - Telecom

Strong Negative Negative Promising Positive Strong Positive

TransportTicket booking at

Daewoo

Telecom3G/4G Services of

Telenor

Telecom3G/4G Services of

Mobilink

TelecomLandline / Internet

Services of PTCL

HospitalityDinner at Khiva

Restaurant

HospitalityHome Delivery by

McDonald's

HospitalityDinner at Fiji's

Restaurant

HospitalityDinner at Texas

Steak House

Health ServicesHealth Services at

Kulsum Hospital

Health ServicesCustomer Services at

Maroof Hospital

Financial Services HBL Internet Banking

Consumer Durables Shopping at Charcoal

CUSTOMER EXPERIENCE

Sector EpisodeExperience Rating

How do people react to Customer Experience

EXPERIENCE DESCRIPTION

Episode Pre Interaction During Interaction Post Interaction

Emotions Cause Emotions Cause Outcome

3G/4G Services of Telenor Satisfied System Design Frustrated Unknown Extremely Annoyed

3G/4G Services of Mobilink Satisfied Unknown Pleasant System Design Delighted

Dinner at Khiva Restaurant Excited Parents Anniversary Annoyed Food Quality

Poor Service Unsatisfied

Health Services at Kulsum

Hospital

Urgency and critical

situation Life threat Frustrated/Anger

Non courteous staff

Money centric Extremely dissatisfied

Ticket booking at Daewoo Inquiring Requesting information Pissed Quick turn around Extremely Dissatisfied

Home Delivery by

McDonald's Excited Phone booking available Normal

Phone booking

cancelled Satisfied

Shopping at Charcoal Excited

Good experience in the

past of

products/services

Agitated

Extremely poor

knowledge of services

ad QC

Extremely dissatisfied

Landline / Internet Services

of PTCL Annoyed

System failure and lack

of focus on customers Frustrated

Poor Customer

Management and

Integration

Extremely dissatisfied

Dinner at Fiji's Restaurant Dissatisfied No open restaurant Pleasant Excellent complaint

handling Extremely happy

HBL Internet Banking Confused New Web Interface Frustrated Poor Customer

Management Extremely dissatisfied

Customer Services at Maroof

Hospital Worried Wallet Share Anger

Unprofessional

Attitude Extremely dissatisfied

Dinner at Texas Steak House Excited Testing response Pleasant Excellent complaint

handling Delighted

Episode Quality of Service Speed of Service Staff Knowledge Customer Mngt Skills Courteous Staff Rec

3G/4G Services of Telenor 6 2 1 2 1 1

3G/4G Services of Mobilink 8 9 10 10 8 7

Dinner at Khiva Restaurant 1 2 2 1 5 2

Health Services at Kulsum Hospital 5 8 5 1 1 3

Ticket booking at Daewoo 1 2 1 1 1 1

Home Delivery by McDonald's 9 9 9 9 10 9

Shopping at Charcoal  1 2 3 1 4  2

Landline / Internet Services of PTCL  5 1 1 5 6  2

Dinner at Fiji's Restaurant  8 9 8 9 9  8

HBL Internet Banking 4 1 2 1 8 1

Customer Services at Maroof Hospital 8 8 8 1 1 1

Dinner at Texas Steak House 10 10 10 10 10 10

CUSTOMER EXPERIENCE RATING

5.2

6

2

8

Different Aspects and Their Weightage Sum of All Final Score

Numerical Ranking

Quality of Service

Speed of Service

Staff Knowledge

Qu

es

tio

n

Customer Management

Courteous Staff

Reception

10

9

8

7

6

5

4

3

2

1

Ep 1 Ep 2 Ep 3 Ep 4 Ep 5 Ep 6 Ep 7 Ep 8 Ep 9 Ep 10 Ep 11Ep 12

2 8 2 4 1 9 3 2 8 3 5 10PT

CL

Fiji

HB

L

Mar

oof

Texa

s

Mob

ilink

Khiv

a

Kuls

um In

tl

Dae

woo

Mc

Don

ald

Char

dcol

Po

siti

ve E

xpe

rie

nce

Ne

gati

ve E

xpie

rie

nce

Total Rating

Tele

nor

Common Issues Issues Detailed Description

Lack of Patience /Acceptability

Lack of decision power

Lack of CRM Strategy/System

Feedback loop

Customer have no value

Lack of Training for Experience Framing

Low patience Level, Customer is always wrong, Customer don’t know how to use service

Front facing staff have no decision power

They don’t know what sort of complaints were launched by customer in history. CRM

No one ask customer back, Why we should ask back from customer

Companies were focused towards revenues/short term gain instead of customer or market share.

Have not enough training to identify core problem, Training for framing customer experience and reducing customer frustration.

Recommendations Think Of Detailed Description

Invest on customer facing staff

Customer First

This includes but limited to empathy, understanding situations, calming the situation, understanding the core problem and then looking for the solution.

Front facing staff should not be pressurized by higher management To not only increase sales but some budgets as well to solve Customer problems on spot.

Post Sale Feedback Organizations should promote the culture of post sale feedback.

History of customer problems

Organizations should maintain a history of customer issues and Use this information to give priority to a particular issues and have Insights about top problems being faced by customers.

Consistency in processes / integration

Try to give end customer a consistent experience across all the Processes across all the touch points and SOPs should be simple. Where SOPs should facilitate the customers.

Owning problems and address the issues

Management should be open for criticism from customers and accept their flaws and take feedback seriously. Moreover Try to address issues in positive way.

Key Learning

Customer is one away from

Either you will Kick him

Unintentionally Or he will leave you

Intentionally