The importance of customer service By: Nisaxonh Sourivong Lanith Diploma Teacher.
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Transcript of The importance of customer service By: Nisaxonh Sourivong Lanith Diploma Teacher.
![Page 1: The importance of customer service By: Nisaxonh Sourivong Lanith Diploma Teacher.](https://reader030.fdocuments.us/reader030/viewer/2022032802/56649e015503460f94aeada4/html5/thumbnails/1.jpg)
The importance of customer service
By: Nisaxonh Sourivong Lanith Diploma Teacher
![Page 2: The importance of customer service By: Nisaxonh Sourivong Lanith Diploma Teacher.](https://reader030.fdocuments.us/reader030/viewer/2022032802/56649e015503460f94aeada4/html5/thumbnails/2.jpg)
Overview
• Customer service• Customers in 21 Century• Your customers• Service Characteristic (VIIP)• Customer retention• Handling customers complaints
![Page 3: The importance of customer service By: Nisaxonh Sourivong Lanith Diploma Teacher.](https://reader030.fdocuments.us/reader030/viewer/2022032802/56649e015503460f94aeada4/html5/thumbnails/3.jpg)
What is customer service?
Customer service is how to:Serve customers Fulfill their need understand what do they want
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Who are the customers?
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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.
![Page 6: The importance of customer service By: Nisaxonh Sourivong Lanith Diploma Teacher.](https://reader030.fdocuments.us/reader030/viewer/2022032802/56649e015503460f94aeada4/html5/thumbnails/6.jpg)
You should know ME
and what I want from YOU!
What about your customers?
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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
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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.
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What are service characteristics?
They are components which can’t be missing at any point of the purchase process
VariabilityIntangibilityInseparabilityPerishability
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What is customer retention?
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What will happen if a customer is unhappy?
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Handling customers complaints
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Summary
Today you know: Importance of customer service Your customers Service Characteristics (VIIP) How to handle with customer complaints
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