customer service Flashcards
1
Q
what are some advantages of having good customer service
A
- better reputation
- good publicity
- repeat customer
- loyal customers
- attract new customers
- increase sales
- better employees
- low staff turnover
- competitive edge
2
Q
ways to ensure good customer sevice
A
customer complaint procedure
-process followed by customer/business if the customer makes complaint, ensure complaint are handled well
after sales service
-opportunity for customers to ask questions post purchse/give feedback
customer care strategy
-lets customers know how complaints will be dealt with
train staff well
-curteous and good product knowledge
keep customers informed of progress and changes
3
Q
affects of poor customer service
A
- complaint leads to staff demoralisation
- bad reputation
- customers may not return
4
Q
what factor affect the quality of a product/service
A
- quality, of product/service
- consistency, how does it match up to the last good/service bought
- speed of delivery, can the business accommodate the customers need? 24h delivery?
- attitude and courtesy of staff
- information given about the product, was it accurate ?
- were staff happy to help? if needed
