Ep 009 The Service Operations Podcast – Standardisation & Customisation in Service with Varsha Kothawle

In this episode, I am speaking to Varsha Kothawle about standardisation and customisation in Service Operations. They seem conflicting and have a different purpose. We speak about when and how each should be used so they complement each other. Varsha has journeyed through 30 years of Customer Service Operations & interactions across Hotels, Banking & Telecom from start-up phases and spanning across scaling to over a million+ customer interactions. Facilitated by automated channels & human interactions, Varsha believes that Customer Service is essentially the core with which companies deliver the brand promise. This needs continuous upgrading of methods & practices to ensure the ‘customer’ feels taken care of & assured of a resolution at the end of an interaction. Link to the video podcast: https://youtu.be/xgpcFZETus0 Thank you for joining us in this conversation Varsha Kothawle: linkedin.com/in/varsha-kothawle-b2060b5 Satinder Kaur: linkedin.com/in/satinderkaurs About 'The Service Operations Podcast' This podcast is for all who have anything to do with Service Operations and want to take it to the next level. If you are looking to adding practical value to what you do or intend to do, you are at the right place. In this series of podcasts, we talk to our guests who are from different industries and functions like technology, operations, design, innovation, setting up and scaling. Our guests have practical hands on knowledge and freely share their experience, strategies and the changing landscape to help raise the level of Service Operations with ease. Here's the link to the free MasterClass on 'How to reduce complaints, FAST'  https://satinderkaur.com/go/