how can good managers improve customer support services?

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How can Goods managers Improve Customer support services?

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Page 1: How can good managers improve customer support services?

How can Goods managersGoods managers

Improve Customersupport services?

Page 2: How can good managers improve customer support services?

ProductSupport SERVICES

Ordering easeOrdering easeDeliveryInstallationCustomer trainingCustomer consultingMaintenance & Repair

Page 3: How can good managers improve customer support services?

Support SERVICE Requirementsvary with customersvary with customers

Page 4: How can good managers improve customer support services?
Page 5: How can good managers improve customer support services?

Reliability can be offered by

guaranteesguarantees

Page 6: How can good managers improve customer support services?

Downtime minimization

throughthrough

Assurances of prompt maintenance & repair&Provision of a loaner

Page 7: How can good managers improve customer support services?

Facilitating services like installation,

training, maintenance & repair and financing

for expensive equipmentsfor expensive equipments

Page 8: How can good managers improve customer support services?

Appropriate pricing of the product support services

Page 9: How can good managers improve customer 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

Page 10: How can good managers improve customer support services?

to improve productsupport service is to

CRUCIALsupport service is to

understand the customer’srequirement

Page 11: How can good managers improve customer support services?

Customer Service Evolution

FROM

Manufacturer’s part-and-service unitsTO

Authorized distributors and dealersAuthorized distributors and dealers

AND FINALLY TO

Independent service firms

Page 12: How can good managers improve customer support services?

Manufacturers MUST optimize the product service combination such

that both the sections are that both the sections are profitable

Page 13: How can good managers improve customer support services?

Presentation byDivyasree P K

IIT Madras