Customer Service Flashcards
whats customer service
the way organisations looka fter their customers BEFORE DURING AND AFTER purchase
why is customer service importance
- part of the package of benefits that a customer buys - part of marketing mix
- provides a way to differentiate
- helps keep customers and win new ones
- makes customers feel valued
- important source of customer feedback
- helps attract + retain good quality employees
customer service employees
- increased sales (more likely to try out other products/services too)
- customer loyalty (more likely to recieve repeat bsuiness and to reccomend the business)
- enhance public image (build a brand)
- more effective workforce (create a positive working environment)
how customer service links with quality
products and services meet customer needs and wants + how the business looks after its customers
what customers look for in customer service
- customers enquiring about a product
- taking customer orders or payment
- delivering a product
- handling complaints
- providing after sale service
- repairs or doing maintenance
what do customers need?
- safety and security - confidence in the product or service (warranty)
- clearly explained and accurate information
- rights to be dealt with
- complaints/enquiry/suggestions procedures
- cater for special needs
- ethical stance with customers as equal
positive customer feedback
- information from satsified customers
- confirms business is doing something well/right
- encourages and motivates staff
negative customer feedback
sometimes more crucial - make improvements from it
- vital indicator to what may need to be done to gain + keep hold of customers
- often obtained from customer complaints
- often said that the worst customer is an unhappy customer who doesnt tell you about it
- information from disatisfied customers
feedback importance
enables firms to identify what they’re getting wrong
+
work on strategies to improve customer service
its in a company’s interest to make it easy for a customer to give feedback
= make it easier to complain
= customer service feedback forms
= train staff to listen carefully/look for problems
= reward customer feedback with incentives (special offers, discounts)
= thank customers when they submit complaints
= better sorting it in the moment rather than publishing a review online - can be sorted in the moment
handling complaints
no matter how good the product is or level of the service = complaints happen!
complaints should be dealt with:
- quickly
- efficiently
- consistently
objectives for dealing with complaints:
- trying to restore customer satsifaction
- try to maintain customer loyalty
- behave in a way that develops a business rep for being fair but sensible
how to keep customers happy
- listen
- build trust
- take complaints seriously
- get it right first time
- make the most of your staff
- go the extra mile
- put yourself in the customers shoes
how to improve customer service
INVESTIGATE CURRENT LEVELS OF CUSTOMER SERVICE
- mystery shopper
- complaints monitoring
- online feedback
- customer service
- focus groups
- benchmark against other organisations
INVESTIGATE UNDERLYING REASONS FOR POOR CUSTOMER SERVICE
- poor motivation levels
- lack of training
- poor communication
TRAINING
- short term cost for long term gains
GAIN RECOGNISED STANDARDS
- investors in people
- affiliation to institute of customer services
