Customer Service

Question 1

Define the term ‘customer service’.

Answer 1

The assistance and advice provided by a company to those people who buy or use its products or services

Question 2

What does good customer service look like?

Answer 2

Listening and responding to customers with intent
Dealing with issues raised in a timely manner
Recognising opportunities to provide extra services
Providing compensatory goods/services where required
Offering an alternative good/service if a customer is justifiably unsatisfied
Good product knowledge
Positive body language and tone

Question 3

What does bad customer service look like?

Answer 3

Appearing uninterested or responsive to a customer’s concerns
Becoming defensive and confrontational
Overcomplicating returns or complaints procedures
Not appreciative of the upset an issue may have caused
Delayed response
Poor understanding of a customer’s needs and a lack of knowledge to address them
Negative body language and tone

Question 4

What happens after poor customer service?

Answer 4

50% of people will never use a company again
25% of people will recommend that friends don’t use the business
20% of people will take revenge by posting a review online
14% of people will share a poor experience on social media

Question 5

How would an employee deal with difficult situations?

Answer 5

Encourage the use of formal complaints procedure in cases of serious unsatisfaction
Utilise more experienced members of staff where possible
Know company policies surrounding handling complaints and returns
Calling over another member of staff to witness customer complaints or difficult situations