Customer Service

Question 1

Customer sevice

Answer 1

The part of a business’s activities that is concernced with meeting customer’s needs as fully as possible.

Question 2

Good customer service

Answer 2

Involves keeping customets happy. Can occur before and after purchasing an item.

Question 3

Methods of good service: the product

Answer 3

Good customer service can depend on the quality of a product. A high quality product will satisfy customer demands.

Question 4

Methods of good service: reliability

Answer 4

Goods should be reliable and do what is expected of them

Question 5

Methods of good service: safety

Answer 5

Customers worry about how safe some products are

Question 6

(Positive) customer engagement

Answer 6

When customers have a good experience from their contact with a business. Customer is more likely to recommend the business because of this.

Question 7

Good product information

Answer 7

Clear info on products helps customers know what to buy. Employees with good knowledge of products can recommend to customers and create customer engagement. Customer’ll feel more positively about their buying experience.

Question 8

Post sales service includes…

Answer 8

-Dealing quickly and fairly with complaints
-Delivering products without delays (important for perishables)
-Exchanging goods which are faulty or don’t meet customer needs
-Repairing goods (free of charge if under guarantee)

Question 9

Premises

Answer 9

Some businesses need to maintain premises to satisfy customers
-must be kept clean (especially if food is present)
-easy for customers to navigate
-accessable/useable for disabled people
-good facilities

Question 10

Payment methods

Answer 10

Businesses can increase customer satisfaction by offering a variety of payment methods and by allowing the purchase of small quantities of products for proportionate prices

Question 11

Managing customer’s expectations

Answer 11

Businesses shouldn’t promise anything it won’t achieve; it’ll disatisfy customers. Either meet or exceed promises.

Question 12

Benefits of good customer service

Answer 12

Makes a business more competitive, distinguishable from the competition
Increases customer satisfaction

Question 13

Benefits of increasing customer satisfaction

Answer 13

Atract new customers
Increases customer spend (they’ll trust the business’s products)
Increases market share (customers may tell others about products)
Increases customer loyalty
Increases profitablility (from more sales)

Question 14

Customer loyalty

Answer 14

Means that a business’s customers make repeat purchases because they prefer the business’s products over those of it’s rivals

Question 15

Poor customer service: business promises too much

Answer 15

Raises customer expectations then doesn’t provide

Question 16

Poor customer service: Poor comunication

Answer 16

Customers might not understand the level of service and be dissapointed. For example, customers not being notified of a delay in advance

Question 17

Poor customer service: poor management

Answer 17

A business may not manage it’s eesources effectively (staff allocated to wrong position, not meeting schedules ect)

Question 18

Poor customer service: external factors

Answer 18

Such as supplier delays

Question 19

The effects of poor customer service

Answer 19

Dissatisfied customers won’t return
Problems attracting new customers
Loss of revenue and profits
Costs of reimbursing customers if wrong items or information is given

Question 20

Websites

Answer 20

Gives information to the customer about the business and it’s products with pictures and videos
Can be used to advertise
Can include FAQs to help customers find info easily
Can offer advice to existing customers who’ve had problems with a product. Can use info on site or use the site to directly contact the business

Question 21

E-commerce + M-commerce (customer service)

Answer 21

Usual customer benefits from both

Question 22

Social media

Answer 22

Accesses large numbers of customers for free
Build awareness about a business or it’s products
Can persuade customers of product’s benefits
Lets a business comunicate with and recieve feedback from customers

Question 23

Data analyisis

Answer 23

Gathering and examining data to provide info for decision making. A business can see more of it’s customer’s activity and adapt marketing accordingly by remarketing products so ads relevant to searches appear, recommend products based of history, change price accordingly based off of other products

Question 24

Sales process

Answer 24

product knowledge, speed and efficiency of service, customer engagement, responses to customer feedback, post-sales service.