Customer service Flashcards

1
Q

What is customer service?

A

business activities that is concerened with meeting customers needs as fully as possible

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2
Q

What is Good customer service?

A

keeping customers happy

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3
Q

Methods of good service

A

The product - GCS depends on the quality of the products themselves
Reliability - Goods should be reliable and do exactly what is expected of them
safety - eg airlines have to take great care of passengers so they feel safe

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4
Q

Benefits of good customer service

A

helps businesses be competitive
make themselves distinct
compete successfully with rivals

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5
Q

What is customer engagement?

A

occurs when the business builds a relationship with customer by producing a good customer experience. The customer feels positively about the business so is more likely to buy again and recommend to others

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6
Q

What is good product information?

A

customers expect clear info about goods and services which helps them make the right descision about which product to buy. employees should be helpful and respond in a friendly way so customers will feel positive about their buying experience

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7
Q

Post sales services

A

dealing quickly and fairly wiht complaints
delivering products on time
exchanging goods
repairing goods

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8
Q

What is e-commerce?

A

trading of goods and services through internet

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9
Q

How have shops engaged in e-commerce ?

A

business have developed their websites not only for advertising but for e-commerce to sell products to o customers directly through the internet

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10
Q

Advantages of e-commerce

A

can view products any time all over the world
can see other reviews
may receive suggestions on other products

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11
Q

Disadvantages of e-commerce

A

lack of instore engagement
concerns about privacy and security ehrn giving details

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12
Q

How does social media help a business?

A

People and business are able to create and share content through websites which is a good way of accessing large numbers of potential customers

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13
Q

What is segmentation?

A

process by which businesses divide potential customers into target groups with shared characteristics

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14
Q

What sectors is it divided into?

A

Gender
Age
Location
Income

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