the importance of customer service

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

Thank you Any enquires:Nisaxonh Sourivongnisaxonh@lanith.com