how can good managers improve customer support services?

How can Goods managersGoods managers

Improve Customersupport services?

ProductSupport SERVICES

Ordering easeOrdering easeDeliveryInstallationCustomer trainingCustomer consultingMaintenance & Repair

Support SERVICE Requirementsvary with customersvary with customers

Reliability can be offered by

guaranteesguarantees

Downtime minimization

throughthrough

Assurances of prompt maintenance & repair&Provision of a loaner

Facilitating services like installation,

training, maintenance & repair and financing

for expensive equipmentsfor expensive equipments

Appropriate pricing of the product support services

Types of Pricing

Free throughout

Free service for a fixed period plus variable charge wrt time Free service for a fixed period plus variable charge wrt time

Free set of basic services plus variable charge wrt type of service

to improve productsupport service is to

CRUCIALsupport service is to

understand the customer’srequirement

Customer Service Evolution

FROM

Manufacturer’s part-and-service unitsTO

Authorized distributors and dealersAuthorized distributors and dealers

AND FINALLY TO

Independent service firms

Manufacturers MUST optimize the product service combination such

that both the sections are that both the sections are profitable

Presentation byDivyasree P K

IIT Madras