Customer Care Flashcards
1
Q
What is a mission statement
A
A statement that sets out main aims and objectives for the organisation
2
Q
What are some benefits of good customer service
A
Happy customers
Fewer complaints
Loyal customers
Good rep
3
Q
Impact of poor customer service
A
Decrease in loyalty
Bad publicity
Demotivated staff
4
Q
What might a customer expect
A
Safe products
Food got to eat
That products do what they claim to
5
Q
Name all of the customer protection acts
A
- The trades description act 1968
- The sale of goods act 1979
- The consumer protection act 1987
- The consumer credit act 1974
- The consumer protection (distance selling) regulations 2000
6
Q
What are internal customers
A
People who work for the service and buy the product/service
