how can good managers improve customer support services?
TRANSCRIPT
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