Customer Service Flashcards
What is Good Customer Service?
- Accurate product info
- Reliability
- Dealing with questions & concerns
- Fulfilling order requirements
- Delivering on time
- After sales support & warranties
Why is Good Customer Service important?
Has a direct impact on the success of your business
If you don’t get it right it will damage your reputation and you might lose customers.
Why is Accurate Information important?
A business should know its products inside out & provide honest info about them
What is meant by Reliability?
- Products need to be reliable, custs don’t want to have to keep calling because your product isn’t working properly
- Customer service should be reliable, calls answered & problems solved
What is meant by Dealing with questions & concerns?
When buying a product, eg Cust might need to be told about the product, reassured it will do what they want or shown how it works etc
What is meant by Fulfilling order requirements?
Deliver what is ordered, don’t send the wrong order.
Why must you Deliver on time?
Customer expects delivery when you say and as they paid for you. If you commit to next day deliver, make sure it’s delivered the next day.
What is meant by After sales support & warranties?
- Sometimes things go wrong, this leads to complaints, a good bus will put the problem right quickly & efficiently.
- Some products like cars, computers, washing machines etc. might need services and or updating through out lifespan
How is customer service provided?
Some firms have a CS department, others train all staff & some do both, have a CS dept & train all staff
Also firms have a website or page to provide CS
Good CS can cost money, but benefits outweigh costs
What are the benefits of Good Customer Service?
- Leads to high levels of Customer Satisfaction, these customers are more likely to give repeat business
- Happy Custs are likely to recommend a product or business to someone else (word of mouth- very important)
