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Submitted To:
Ms. Rizwana Hameed

Submitted By:
Khizra Azhar BBA-17-007
Faisal Rafique BBA-17-010
Hooriya Naseem BBA-17-028
Mahnoor Khan BBA-17-051
 Service
Marketing
Contents
Abstract................................................................................................................................................3
Introduction.........................................................................................................................................4
Quality Services...................................................................................................................................5
Troubleshooting...............................................................................................................................5
Manual Download...........................................................................................................................5
Warranty Policy...............................................................................................................................5
...........................................................................................................................................................6
Pre Installation Services..................................................................................................................6
Online support.................................................................................................................................6
Demo Videos....................................................................................................................................6
User training....................................................................................................................................7
AC Service........................................................................................................................................7
Replacement.....................................................................................................................................7
Features and Benefits......................................................................................................................7
Conclusion............................................................................................................................................8

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Abstract
In recent years, organizations have had to increase the number of offerings they provide.
These organizations face difficulties in changing their internal processes to provide high-
quality offerings. With the increase in demand for delivered services and competitive
organizations from low-cost countries, organizations currently face several issues. Today’s
organizations combine products and services into a solution to improve their competitiveness.
These organizations experience changes in customer expectations depending on what they
offer. That is, expectations, demands, and wishes change depending on the offering that a
customer uses. Thus, organizations need to know how expectations for quality change based
on offerings and how they can work to change certain emphasized quality aspects.

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Introduction
Markets have gotten exceptionally competitive and fierce and are continually evolving.
Economic situations move from being easy to complex, from stable to dynamic, and from
manageable to unfriendly. Because of changing economic situations, manufacturing
companies have customarily become more client-driven and creative, such that customers get
items that better fit their needs. What’s more, manufacturing companies have begun adding
more services to their absolute contributions as a major aspect of a differentiation strategy.
Organizations with more noteworthy dependence on the services part of their business
allegedly accomplish better profit for deals and improve their worth. Manufacturing
companies are diverting their endeavors towards customer-centricity and inventiveness, yet
besides from merchandise to services. Rather than just improving items, organizations are
putting resources into service differentiation.

The dissimilarity among perception and expectation is the major deciding variable in a
custom appraisal of the nature of service. service quality and customer support are
significant. One of the most significant customer service aptitudes you can create is the
capacity to comprehend and adequately react to the customers’ needs and concerns. We
anticipate our vehicles, computers, electronics, lights, TVs, and so forth to work at whatever
point we need them, for quite a while, after quite a long time after year. At the point when
they fail to perform the outcomes can be horrible. Continuous disappointment prompts
disturbance, inconvenience, annoyance, and an enduring customer’s disappointment that can
ruin an organization’s position. That is the reason dependability is significant. It requires a lot
of time for an organization to develop reliability, and just a brief timeframe to be marked as
untrustworthy. That is why many manufacturing companies now offer quality services to
their customer for positive positioning.
The product that we are going to discuss in this report is “Air Conditioner”

Quality Services
Rivalry in certain zones can once in a while be savage and
customers are accomplishing more research before buying.

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They in this manner anticipate that organizations should address their issues and react to their
issues successfully. This is considerably more significant about bigger purchases. The buyer
won’t just purchase your item; they will expect the services they get to be up to their desires.
The services assume a part in the customer’s choice to buy. To show that your business
stands out and to gain a competitive advantage, the services a product or brand offers must
have a big impact to improve your sales.
Following are the Services that are given to buyers of air conditioner and gains competitive
advantage among its competitors
 Troubleshooting
 Manual download
 Warranty Policy
 Pre- Installation Services
 Online support

Troubleshooting
Companies offer troubleshooting services to their consumers. If they face any problem with
the product they have purchased they send their trained staff to check it and troubleshoot the
problem.

Manual Download
Companies offer it, consumers, manual download facility. Their consumer wants to know the
details about the product and how it operates they can easily select the product and download
the manual with detailed instructions.

Warranty Policy
Companies offer the product-wise warranty durations to facilitate our valued customers
Within one year from DOP free transportation warranty applicable for all products.
(Excluding ASC area)
 It is the Customer's responsibility to carry Small Appliance like Juicer, Blender, Iron,
Toaster, Sandwich Maker Vacuum Cleaner at Service Center.
 Within a one-year free visit of service engineer warranty applicable for all Haier
products.
 Within one-year free parts repair/replacement warranty applicable for all products.

No Product Standard Warranty Compressor warranty

1 Refrigerator 1 year 10 years
2 Air conditioner 1 year 5 years

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 3 Deep Freezer 1 year 3 years

These warranty services position organization positively in the mind of its consumers and
persuades them to make bigger purchases.

Pre Installation Services

Companies provide Pre Installation Services to its buyers. The trained staff of organization
Install Electronic Appliances like Automatic washing machines, air conditioners, etc. Which
provides convenience to consumers. likewise encourage individuals to purchase.

Online support
Companies offer online support to their consumers by providing manual downloads, product
details, complaints, and demo videos. Which makes it easier for consumers to directly contact
them and place their complaints and troubleshooting requirements.

Following services can be added to the quality services offered by different

brands to their consumers.
 Demo videos
 User training
 AC service
 Replacement
 Feature’s and Benefits

Demo Videos
The organization should provide an astounding product demo video that clarifies how
something functions. Demo recordings likewise encourage individuals to purchase things by
telling the best way to tackle an issue. They are the virtual representation of how to use the
product and solve the problem if you are facing while using it.

User training
Companies should provide user training from their skilled staff. All the details and
instructions should be given to the user and explain the settings and how to operate the air
conditioner. when a company skilled labor comes to install air conditioner they should train
users and explain the manual and details to the user.

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AC Service
Till the warranty that the company provides for air conditioners to the consumer in that
duration companies should offer AC service to the consumers. They should keep the
information of consumers and visit them for maintenance and service. And providing a one-
time Gas refill to the consumers.

Replacement
Professional personnel must be stationed close to the customers and must be available with
the replacement of parts or help them to resolve the problem. Customers must, and want to
see that they are not left alone with their technical problems. For a Limited timeframe
organization should give a free replacement of the item in the event of any inquiries. In any
case, this should be with sure terms and conditions. At times, replacement might be of the
whole air conditioner if it is not operating properly, or in a different case, substitution might
be just of the defected part.

Features and Benefits

Companies should offer features and benefits like consumers can replace their old working
air conditioners with new on half price.

Significance of services:
 Good after-sales service helps improve firms' long-term brand image and brand
loyalty.
 Offering after-sales service can help to convince consumers to trust the firm and buy
the service in the first place.
 Sales affected by word of mouth recommendation. Good after-sales service can make
difference. In an era of social media – poor after-sales service can be damaging to
reviews and the reputation of firms.
 After-sales service imposes an extra cost on firms. For firms, they need to strike a
balance between keeping the customer happy and not being burdened with expensive
maintenance. For example, a firm may offer one free service, but then have a clearly
defined price for future service.
 The provision of after-sales service varies in
importance depending on the type of good. For
example, after-sales service and extended
warranties are important for goods like electrical
goods and new cars.
 After-sales service can also become an
opportunity to sell related products.

Conclusion
This report intends to review service quality, competitive advantage, and business
performance. Further, it focuses on how the businesses are offering service quality to gain a
competitive advantage and to ensure business performance. As long as they improve the level

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of service quality they can achieve greater competitive advantage and higher business
performance in the long run, which interns ensure the survival of the SMEs too.