3.4 - good customer service Flashcards
1
Q
good customer service
A
meeting customer needs
happy + satisfied
2
Q
methods of good service -8
A
- reliability
- safety
-customer engagement - good product info
- post sales services
- clean
- methods of payment
- managing expectations
3
Q
benefits of good customer service -4
A
- attract new customers
- increase market share
- increase customer spend
- increase customer loyalty
4
Q
why does poor customer service occur? -4
A
- business promises too much
- poor communication
- poor management
- external factors (supplier delay)
5
Q
effects of poor customer service -4
A
- wont buy from business
- problem attracting new customers
- loss of profit
- cost associated with faulty products
6
Q
ICT + customer service benifits -3
A
- website= up to date info and how to use product
- help advertise
- can ask questions
7
Q
e - commerse
A
buying or selling products using an electronic system
8
Q
m - commerse
A
buying or selling product through a wireless handle devise
9
Q
why use social media? -3
A
- online communication
- target customers
- access to more customers
10
Q
data analysis
A
gathering and examining data to provide useful info for decision making
11
Q
what is data analysis used for? -2
A
- gather browsing and spending habits
- look for trends
