Customer care/Customer service Flashcards
Why is customer service important?
It’s all about gaining and retaining customers.
Customer service is about treating your customers correctly so they choose to return to your organisation rather than your competitors. This is called gaining customer loyalty.
Who are an organisation’s customers?
Customers can be internal and external
Internal customer are the staff in the organisation
External customer are people who buy thee organisations product or service
An admin assistant should know how to treat each customer
Key features of customer service
Training staff to be helpful and knowledgeableon productsand services
Communicating effectively with customers
Gathering feedback using customer feeback forms
Providing good after sales (returns, exchanges, guarentees)
Dealing with complaints properly
Hiring staff with customer service experience
Provide staff with the Customer Service Policy Statement
Ensure staff know about the product/service being offered
Benefits of good customer care
satisfied customers- this means customer will reurn and recommend to other people
Attracting new customers- new customer will want to use the organisation due to their good reputation
Happy staff- staff will be happy and try their hardest for the organisation if the organisation has a good reputation
Lower staff turnover- if staff are happy they will want to work for the organisation and they will not go elsewhere to work
Reduced costs- if stadd stay with the organisation then money will be saved as the organisation will not have to find new staff, interview and train them
Good reputation- this means that customer will want to use the organisation and new customers will be attracted
Increased sales/profits- the companies sales and also their profits may increase as they are reatining existing customer and attracting new ones though their good customer service
Less waste- as customer will be satisfied first time
Reduced complaints
Consequences of poor customer care
An organisation will not survive without customers
Customer who are not happy will take their organisation elsewhere
Without good customer service the organisation will find it difficult to compete
Lack of repeat business will mean a poor reputation and will affect the income and profits
High staff turnover as staff feel pressure of unhappy customers
Negative publicity for the organisation as customers complain publicly
Increased number of customer complaints
