1. The importance of customer service By: NisaxonhSourivong 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. 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.

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

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 VIIP

11. What is customer retention?

12. What will happen if a customer is unhappy? Don’t worry “Every illness has a cure”

13. Handling customers complaints

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

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