Customer Satisfaction -UB Flashcards
Why are customers important to the business?
Customers are important to a business as they are the people who buy the goods or services it provides.
What will happen if the customer will not be satisfied?
If customers are not satisfied the business will not be able to sell its goods or services, therefore no profit will be made and the company may go out of business
What does customer satisfaction rely on?
good customer service
What are some benefits to providing a good customer service?
There are many benefits to a business of providing good customer service:
- customer loyalty
- improved reputation
- employee satisfaction
How can a business gain customer loyalty?
If customers receive a good quality service they will be more likely to return.
What will a good quality service lead to?
This will lead to increased sales and profits. It would also mean that customers do not take their business to competitors.
What will an improved reputation lead to?
A good reputation may attract new customers resulting in an increase in sales and larger
market share for the company. It could also allow for higher prices to be charged.
What is less likely to happen with customers who are satisfied?
Customers who are satisfied are less likely to complain. Having fewer complaints to deal with contributes to a business having a more motivated work force.
What are the consequences of a business falling too provide a good customer service?
There are also consequences of a business failing to provide good customer service:
- loss of sales
- decrease in profits
- bad reputation
- loss of market share
- loss of competitive edge
- low staff
- morale
What are the 6 ways a business can ensure their customers will be satisfied?
There are many ways a business can ensure its customers are satisfied:
- market research
- staff training
- after-sales service
- customer care strategy
- customer complaints procedures
- quality products
What will market research lead to?
Effective market research will allow a business to find out the needs and wants of its customers. This means that the product or service can be tailored to these needs, leading to greater customer satisfaction
What will staff training lead to?
Well trained staff will be knowledgeable about the business and will be able to deliver a higher standard of customer care.
What will after-sales service lead to ?
This is the service provided by the company after a purchase has been made. This service includes returns and refunds, guidelines on how to achieve the best from the product or service and product maintenance.
What will customer care strategy lead to?
This lets the customer know what level of service to expect and how complaints will be handled.
Whatc will the customer complaints procedures lead to?
These include instructions on how employees should handle complaints such as the length of time it should take, who should deal with a complaint and how it should be processed. It is important to keep customers informed on the progress of the complaint.
If a customer complaint is handled effectively, the customer will be more likely to return to the business.
What will quality products lead to?
The product or service must meet the customers’ needs. It is important that a company has good quality assurance procedures in place to ensure no faulty or low quality products or services are given to customers. A high quality product will ensure that a customer is satisfied.
What are some methods of maximising a customer service?
• providing training to all staff on customer service procedures to ensure all staff know what to
do;
• using rigorous recruitment and selection methods to ensure they are hiring helpful and polite
staff with the appropriate skills;
• gathering customer feedback using surveys and comment cards, and using the feedback to
identify and improve in areas poorly rated by customers;
• implementing a customer complaints procedure to ensure that all complaints are handled
consistently and efficiently;
• offering excellent after-sales services such as helplines, extended warranties and a generous
returns policy;
• offering a customer care policy which outlines standards for customer service and guidance
for staff regarding how to offer good customer service;
• keeping staff morale and motivation up so that they will go out of their way to help customers.
What are the benefits of providing an excellent service?
• increased customer retention - customers who feel they have been treated well will return and
buy from the business again;
• customers will become loyal to the business;
• image and reputation will improve, which is likely to attract more new customers to the
business;
• the business will be able to charge a higher price for its products and services;
• happy customers will recommend the business to their family and friends as well as posting
positive reviews online;
• fewer unhappy customers will result in fewer complaints;
• the business will experience an increase in sales and profits.
