This is based on the chapter "Designing and Managing services" from the book "Marketing Management:A South Asian perspective"

1. Howcan
GoodsmanagersGoodsmanagers
ImproveCustomer
supportservices?

2. Product
SupportSERVICES
Ordering easeOrdering ease
Delivery
Installation
Customer training
Customer consulting
Maintenance & Repair

3. SupportSERVICE
Requirements
vary with customersvary with customers

5. Reliability can be offered by
guaranteesguarantees

6. Downtime
minimization
throughthrough
Assurances of prompt maintenance & repair
&
Provision of a loaner

7. Facilitating services like installation,
training, maintenance & repair and financing
for expensive equipmentsfor expensive equipments

8. Appropriate pricing of the
product support services

9. 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

10. to improve product
support service is to
CRUCIAL
support service is to
understand the customer’s
requirement

11. Customer Service Evolution
FROM
Manufacturer’s part-and-service units
TO
Authorized distributors and dealersAuthorized distributors and dealers
AND FINALLY TO
Independent service firms

12. Manufacturers MUST optimize the
product service combination such
that both the sections arethat both the sections are
profitable

13. Presentation by
Divyasree P K
IIT Madras