3.4 Good Customer Service Flashcards
How may you provide good customer service?
The product - if the product is of a high quality then employees may feel more motivated to provide better customer service
Reliability - your employees should be reliable so customers don’t get frustrated at them
Customer engagement - businesses need to build a relationship with there customers. This will cause the customers to be more loyal to the business
Good product information - staff should be knowable about the product so they can provide information to customers
Fast post sale services - reacting quickly to complaints, delivering products quickly …
Premise - having a safe and clean and pretty place will encourage customers to shop there again. It should also be easy to get around
Being flexible - providing different ways to pay
What are post sale services?
The service that a business does after someone buys a product
Dealing with complaints
Delivering goods quickly
Exchanging faulty goods (product recall)
Replacing damaged goods quickly
What are the benefits of good customer service?
It could increase sales which may increase profit
May attract new customers
Customers may buy more products from that store
May lead to an increased market share
May increase customer loyalty
What may happen is customer service is bad?
Loose customers
Decrease market share
Less profit less sales
Problems attracting new customers
Bad word of mouth marketing therefore a bad reputation and brand image
Costs may increase of a business is constantly needing to recall and replace faulty items
Why may customer service may be poor?
The business promises to much - a business may not meet a customers standard of the business
Poor communication - decisions which may make customer service better may not get to some shops
Employees may not be motivated
External factors - poor suppliers …
How may ICT increase customer service?
Better communication between business and customers (eg about expectations)
Using websites may make is easier for a customer to find things out about a business
It can help advertise smaller businesses
Easy to answer FAQ
Using social media can be a good advertising tool
Could attract new customers p
Business can respond to criticism quickly
E and M commerce make it easier for customers to buy things from businesses, customers can see other people’s opinions about products/services
Data analysis may allow a business to see where it needs to improve eg of a certain product gets bought less regularly than others or there are more complains about a employee than others
You can change the prices of products that are bought often
You can track how successful your marketing it
