the importance of customer service by: nisaxonh sourivong lanith diploma teacher
TRANSCRIPT
The importance of customer service
By: Nisaxonh Sourivong Lanith Diploma Teacher
Overview
• Customer service• Customers in 21 Century• Your customers• Service Characteristic (VIIP)• Customer retention• Handling customers complaints
What is customer service?
Customer service is how to:Serve customers Fulfill their need understand what do they want
Who are the customers?
21st Century customers
I know what I am going to choose. Don’t give me wrong information! I know what you are talking about
because I am sophisticated.
You should know ME
and what I want from YOU!
What about your customers?
Why do we need to give good service?
Because• Increase revenue and profit• Increase customer confidence (Loyalty and
Repeat purchase)• Reduce bad publicity, better image
Products VS Services
• Products: Tangible and Physical items that the
organization produce and offer to customer
• Services: Intangible activities that are
consumed at the point of purchase.
What are service characteristics?
They are components which can’t be missing at any point of the purchase process
VariabilityIntangibilityInseparabilityPerishability
What is customer retention?
What will happen if a customer is unhappy?
Handling customers complaints
Summary
Today you know: Importance of customer service Your customers Service Characteristics (VIIP) How to handle with customer complaints
