3) Customer Satifaction Flashcards
1
Q
What is customer service?
A
The provision of service to customers before, during and after a purchase
2
Q
How could a business have good customer service?
A
Have a wide range of quality products
Staff happy to help
A method to measure customer satisfaction
A process for resolving complaints
3
Q
Why is customer service important?
A
Enhance reputation
Good publicity
Regular repeat orders
Loyal customers
4
Q
How to maximise customer service
A
Keep customers well informed
Under promise and over deliver
Go extra mile
5
Q
Impact of poor customer service
A
Bad publicity
Poor reputation
No repeat orders
6
Q
What do customers want?
A
Quality, attractive packaging, durability, good price, good brand, easy available, good after sales service
7
Q
How to measure customer satisfaction?
A
Market research
