Customer Service Flashcards
What are the key features of good customer care
Treating your customers with respect at all times
Communicating well with customers before, during and after the sale/service
Getting it right first time-if a customer is unhappy, the organisation needs to sort out the issue as quickly as possible.
What are the benefits of good customer service
Attracting new customers and retaining existing customers
Building customer loyalty
Developing a good reputation
Increased market share
Increased sales/profits
What are the customer service strategies
Customer service policy-a document detailing how the customer will be treated the organisation.
Customer loyalty scheme- a reward scheme for customers who use the organisation regularly
Complaints procedure- a detailed description of the way in which complaints are handled by the organisation.
Customer service training for all staff- comprehensive training for all staff to ensure that they are providing consistent service to all customers at all times.
Ongoing evaluation of customer satisfaction- through mystery shoppers, comments cards and customer surveys.
Measuring the quality of the customer experience to ensure consistency- this feedback will also help the business to improve the future.
What are the consequences of poor customer services
A poor reputation as a result of customer sharing their experience with friends and family.
A fall in customer numbers
Bad publicity, leading to a fall in sales and their profits
Demotivated staff, leading to an increase in staff turnover
Eventual business closure
