Customer Satisfaction Flashcards
Why are customers important to a business?
Customers are the people who buy the goods or services the business provides.
Why should a business aim to keep its customers satisfied?
If customers aren’t satisfied the business will not sell its goods or services, therefore they won’t make a profit and the company may go out of business.
What is customer service?
Customer service is the service a consumer received before, during and after they have purchased a good or service.
Customer satisfaction relies on good customer service.
What are the benefits of a business providing good customer service?
Customer loyalty
Improved reputation
Employee satisfaction
What is customer loyalty?
If a customer receives a good quality service they will be more likely to return in the future.
What are the benefits of customer loyalty?
Increased sales and profits.
Customers will not buy from competitors.
Makes it easier to promote new products.
What does it mean for a business to have an improved reputation?
Good customer service will improve the company’s reputation, customers who receive good service are more likely to recommend the company to family or friends.
What are the benefits of improved reputation?
Customers recommend the business
May attract new customers
Allows for higher prices to be charged.
What is employee satisfaction
If customers are satisfied they will not complain, less complaints to deal with lead to having a more motivated workforce.
What are the consequences of poor customer service?
Decrease in profits
Bad reputation
Loss of market share
Loss of competitive edge
Low staff morale
How can a business make sure its customers are satisfied?
Market research
Staff training
After sales service
Customer care strategy
Customer complaints procedure
Quality products.
