effective customer service
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customer_service_all_notes.docx | |
File Size: | 5477 kb |
File Type: | docx |
2.5_effective_customer_service.pptx | |
File Size: | 2212 kb |
File Type: | pptx |
customer_service_mcr_worksheet.docx | |
File Size: | 614 kb |
File Type: | docx |
Question: Is this good customer service?
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Key term: CUSTOMER SERVICE - The experience that a customer gets when dealing with a business and the extent to which that experience meets and exceeds customer needs and expectations.
Successful companies are ones that provide customers with the products and service levels they want. It refers to the methods a business uses to enhance or improve the experience a customer has when using the goods or service. It builds a relationship with the customer that creates trust and loyalty. This means they are more likely to come back and are more likely to tell their friends and family about the products - word of mouth advertising - This reduces the need for paid advertising A number of factors contribute to excellent products and service:
Meeting the needs of customers - customers will buy products if they meet their needs. This will be the case if businesses have carried out suitable market research.
Quality - This means meeting a standard that satisfies customer needs. This can be expensive, and may require investment in production and training. |
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On time service - getting a product to the customer when they want it will encourage repeat purchase. This may mean investing in your distribution network, but could also mean relying on external factors such as Royal Mail for example.
Key term: INNOVATION - the process of transforming inventions into products that can be sold to customers.
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Innovation - Business must innovate to stay ahead of the competition. Innovation can create new products and services that further meet the needs of customers, and improve their quality of life.
Collaboration - Sometimes businesses will have opportunities to collaborate with other firms, government agencies or with pressure groups which will improve what is being offered to customers. For example, some bus companies in return for government investment, will improve their buses and show the time when buses are coming - which improves customer service.
Spotting problems - Successful businesses are able to spot problems and respond to them. Businesses who listen to their employee's suggestions will be aware of problems and be able to act upon them.
Spotting problems - Successful businesses are able to spot problems and respond to them. Businesses who listen to their employee's suggestions will be aware of problems and be able to act upon them.
Listening to customers - Any business that wants to provide products that customers want, must listen to them. If a business wants to expand its customer base, it must also listen to potential customers who are not yet buying from them. This could be through market research.
Dealing with complaints - how a business deals with complaints is very important for repeat business. If a customer has a complaint that they feel has not been dealt with properly, they wont buy from them again. The customer may not always be right, but they must feel that they have been dealt with fairly. Good customer service involves trying to find solutions to problems that satisfy customers and are affordable for the business. |
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Staff training - Only properly trained staff can deliver a quality product. Training is essential for every aspect of a business. Staff must be trained to deal with customers who are using the product for the first time. If the first time experience is good, the customer will be tempted to use the business again.
Going beyond what is expected - Some businesses acquire a reputation for excellence in their customer service. This can be a major selling point for the business and encourage repeat purchase. Many businesses today say that their aims is to 'exceed customer expectations'. |
The disadvantages of poor customer service are that almost certainly sales will fall; Customers will go to competitors. repeat purchases will also be lower. Lower sales means lower profits. This, in the long-term, could mean a business closing down if customers continue to go to competitors.