3.3.4

Question 1

define customer service

Answer 1

part of a business’s activities that is concerned with meeting customers’ needs as fully as possible

Question 2

what are the methods of good customer service?

Answer 2

-the quality of the product themselves
-reliability
-safety
-customer engagement
-good product information
-post sales service
-premises
-different methods of payment
-managing customers expectations

Question 3

what are the benefits of good customer service?

Answer 3

-attracting new customers
-increase customer spend
-increase market share
-increase customer loyalty
-increase profitability

Question 4

what are the dangers of poor customer service?

Answer 4

-dissatisfied customers
-problems attracting new customers
-loss of revenue and profits
-increased cost in replacing goods/services or reimbursing customers

Question 5

what can poor customer service arise from?

Answer 5

-businesses promising more than they can provide
-poor communication
-poor management
-external factors

Question 6

how can technology help with good customer service?

Answer 6

-using websites
-e commerce and m commerce
-social media
-data analysis

Question 7

what are the advantages of using e-commerce?

Answer 7

-sell worldwide
-open all the time
-professional look at little cost
-lower operating costs

Question 8

what are the disadvantages of e-commerce?

Answer 8

-worldwide competition
-problems of delivering goods and accepting returns
-online security
-advances in technology