Chapter 6 - customers service Flashcards
What is customer service
” Customer service is what business do for their customers to keep them happy and satisfied
When does customer service takes place
When a customer enters a shop and even after the customer leaves
What are the important factors providing customer service
Understanding the customer’s needs and wants
What is quality customer service
It is when the staff exceeds the customers expectations
What is the importance for providing quality customer service
The customers Will have a positive experience and they may choose to come back
They will recommend the business to their family and friends
What are the 6 things the staff must have in order to provide customer service
- Be approachable
- Have the ability to close the experience positively
- have clear communication skills
- be knowledgeable
- be customer focused
- have problem solving skills
What is product knowledge
It is the knowledge the staff must have on products like its benefits and features
Why is product knowledge important
It is important because it is the responsibility of the staff and this can make customers satisfied
What is after sales service
It is what businesses do for their customers after they have bought the product
What are the 4 different types of after sales services
- Return , refund and exchange of the product
- warranty services
- customer hotline services for customers to who have enquires
- customer complaints
Why is it important to have after sales services
Because customers are becoming more savvy and business can help the customers to decide on their future purchases
What is service breakdown
It is when a customer complains about a product or service
What is service recovery
Service recovery is what businesses do when a breakdown or failure occurs
What is the first step in service recovery
Listen Carefully to the complaint
What is the second step in service recovery
Be patient when listening to the complaint
