Customer Service Flashcards
Customer sevice
The part of a business’s activities that is concernced with meeting customer’s needs as fully as possible.
Good customer service
Involves keeping customets happy. Can occur before and after purchasing an item.
Methods of good service: the product
Good customer service can depend on the quality of a product. A high quality product will satisfy customer demands.
Methods of good service: reliability
Goods should be reliable and do what is expected of them
Methods of good service: safety
Customers worry about how safe some products are
(Positive) customer engagement
When customers have a good experience from their contact with a business. Customer is more likely to recommend the business because of this.
Good product information
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.
Post sales service includes…
-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)
Premises
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
Payment methods
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
Managing customer’s expectations
Businesses shouldn’t promise anything it won’t achieve; it’ll disatisfy customers. Either meet or exceed promises.
Benefits of good customer service
Makes a business more competitive, distinguishable from the competition
Increases customer satisfaction
Benefits of increasing customer satisfaction
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)
Customer loyalty
Means that a business’s customers make repeat purchases because they prefer the business’s products over those of it’s rivals
Poor customer service: business promises too much
Raises customer expectations then doesn’t provide
Poor customer service: Poor comunication
Customers might not understand the level of service and be dissapointed. For example, customers not being notified of a delay in advance
Poor customer service: poor management
A business may not manage it’s eesources effectively (staff allocated to wrong position, not meeting schedules ect)
Poor customer service: external factors
Such as supplier delays
The effects of poor customer service
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
Websites
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
E-commerce + M-commerce (customer service)
Usual customer benefits from both
Social media
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
Data analyisis
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
Sales process
product knowledge, speed and efficiency of service, customer engagement, responses to customer feedback, post-sales service.
