1. The importance of customer service By: Nisaxonh Sourivong Lanith Diploma Teacher

2. Overview Customer service Customers in 21 Century Your customers Service Characteristic (VIIP) Customer retention Handling customers complaints

3. What is customer service? Customer service is how to: Serve customers Fulfill their need understand what do they want

4. Who are the customers?

5. 21 st 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.

6. You should know ME and what I want from YOU! What about your customers?

7. 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

8. 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.

9. What are service characteristics? They are components which can’t be missing at any point of the purchase process Variability Intangibility Inseparability Perishability

10. V ariabability: Quality of service depends on who provides them, when, where and how I ntangibility : Service can’t be tasted, felt, heard or touched before purchase I nseparability: Service can’t be separated from the provider P erishability: Service can’t be stored for future sale. VIIP

11. What is customer retention? customer retention Repeat visitors Return customers Happy Customers

12. What will happen if a customer is unhappy? UnhappyComplainBye Bye!

13. Handling customers complaints ListenAcknowledgeRespondTake actionReportFollow up

14. Summary Today you know: Importance of customer service Your customers Service Characteristics (VIIP) How to handle with customer complaints

15. Thank you Any enquires: Nisaxonh Sourivong nisaxonh@lanith.com