Customer Service Flashcards
Mission Statement
Outlines organisation’s main aim
- Ensures customer understands direction of organisation
Explains how organisation will achieve its goals
Tends to be short & brief
Provides direction for employees
Service Level Agreement
Details what organisation promises to do what the customer should expect
Provides expected delivery time time for products
Details appropriate call waiting times
Gives guidance as to how customers should be greeted
Benefits of Good Customer Service
Promotes customer loyalty as customers will return to organisation
Good customer care policy will promote a good reputation
By creating a good reputation, customers attracted to business
- Increases sales turnover
Fewer customer complaints
Attracts high quality staff to the business
Costs of Poor Customer Service
Loss of customers to competitors
- Reduces sales turnover
Negative reputation
- Difficult to attract new customers
Low morale among staff due to high complaint levels
Loss of competitive edge
Desk Research - Advantages
Timely
- Quick to gather
Cost effective
- Doesn’t require paid interviewers
Available
- Already exists
Desk Research - Disadvantages
Not objective
- Could be biased
Not appropriate
- May have to be altered to fit business’ needs
Not concise
- Researcher may have to read through a lot of information to find what’s needed
Field Research - Advantages
Complete
- No parts missing
Timely
- Up-to-date
Appropriate
- Fit for purpose its needed
Accurate
- Should be correct as it’s validated
Field Research - Disadvantages
Not cost effective
- Requires paid interviewers
Field Research Methods
Mystery shopper
- Anonymous
- Costly
- Only one person’s experience, biased
Questionnaires
- Large number of customers can be surveyed
Social media
- Can gain feedback from customers
- Customers are open & honest with their experiences
