customer satisfaction Flashcards
how do organisations ensure customer satisfaction?
provide highest possible quality product, train employees to highest standard, recruit candidates with customer service experience/skills, have a customer policy (a document outlining the terms of service that will be offered), having a customer complaints procedure, having an FAQ section on your website, offering an after-sales service (eg warranty, advice, installation)
how do organisations know if customers are satisfied?
customers filling in surveys (online, in store or via phone), reading comments/suggestions cards left by customers, engaging with social media, if customer numbers are increasing/decreasing, focus groups
what are the benefits of satisfying customers?
increased sales/profit for the organisation, customers will return to the organisation(customer loyalty), new customers will be attracted to the organisation, higher prices can be charged as customers know they’ll get good service, reduction in customer complaints, organisation may win awards for their customer service
