Customer service/Customer satisfaction Flashcards
What are the areas of customer service?
Politeness to staff, replacement of faulty goods, reaction to problems and complaints, time taken to be served, and quality of goods sold.
What is a Customer Care Strategy?
A written statement which specifies the standards that customers can expect.
Give three benefits of good customer service?
Satisfied and loyal customers, organisation gets a good reputation, and market share may increase.
Give three effects of poor customer service?
Customers won’t return, poor reputations are hard to turn around, and demotivated staff due to complaints.
How do you measure if your customers are satisfied?
Conduct research by getting feedback from the customers.
What is a mystery shopper?
Someone (not part of the business) pretends to be a customer then reports back to Head Office their experience.
Name three other ways to get feedback from customers?
Comment cards, online surveys, and questions from staff.
