Chapter 10 Effective customer service Flashcards
Chapter 10
Why is it important for a business to provide customers with the service level they want, when they want it?
Edexcel 2BS01 Business Studies GCSE Unit 3.2
To ensure repeat purchase
Chapter 10
What is the link between effective customer service and repeat purchase levels?
Edexcel 2BS01 Business Studies GCSE Unit 3.2
Effective customer service is often the reason why customers keep coming back to a business.
This increases repeat purchase levels.
Chapter 10
What are the disadvantages of poor customer service for a business?
Edexcel 2BS01 Business Studies GCSE Unit 3.2
Poor customer service tends to drive customers away.
Poor customer service can lead to loss of revenue, profit and the business itself.
Chapter 10
How can effective customer service be developed?
Edexcel 2BS01 Business Studies GCSE Unit 3.2
Effective customer service stems from several key areas:
- Meeting the needs of the customer
- Making sure that quality meets expectations
- Service that is on time and delivered when expected
- The experience that the customer has in engaging with and using the business and whether that experience meets their needs and expectations.
- Innovation to stay ahead of the competition.
- Collaboration with other agencies.
- Spotting problems and reacting to them.
- Listening to customers.
- Dealing with complaints efficiently.
- Highly trained staff that has a focus on what customer service is and how important it is to a business.
- Going beyond what is expected.
Chapter 10
How can improved customer service help improve the competitiveness of a business?
Edexcel 2BS01 Business Studies GCSE Unit 3.2
Possible points: • Added value • Increased efficiency • Enhances the brand image • Increases the level of sales
Chapter 10
What are the benefits of good customer service?
Edexcel 2BS01 Business Studies GCSE Unit 3.2
Increased repeat purchases
Chapter 10
What are the disadvantages of poor customer service?
Edexcel 2BS01 Business Studies GCSE Unit 3.2
Possible Points:-
• Loss of sales to competitors
• Damage to brand
• Lower profits
Chapter 10
What is meant by customer service?
Edexcel 2BS01 Business Studies GCSE Unit 3.2
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.
Key areas are quality, on time service, innovation, collaboration, spotting problems, listening to customers, dealing with complaints, staff training and going beyond what is expected
