Customer Service KT

Question 1

What is meant by good customer service?

Answer 1

1) Be helpful and respond quickly and in a friendly way to enquiries from customers.
2) Have enough training to ensure they know about the business and its products. This means they will be able to answer customer questions.
3) Good communication skills and give polite and clear answers, especially on the phone when they cannot see the employee.

Question 2

What should premises do?

Answer 2

1) Be clean, especially where food is prepared.
2) Enable customers to get to where they need to go. Airports and hospitals etc. should be properly signposted.
3) Disabled customers should be able to use the businesses products.The law now states that all businesses have to make reasonable changes to allow disabled people to buy their products.
4) Customers expect good facilities, for example rooms for changing babies’ nappies in shops.

Question 3

How can you improve the customer service in a greengrocers?

Answer 3

1) Offering a home delivery service.
2) Improve the quality of the products by sourcing locally grown fresh produce.
3) Wear professional uniforms to create a smarter image.
4) Offer staff training.
5) Be enthusiastic and know what the products for instance know their specific names.

Question 4

Name 3 benefits of good customer service.

Answer 4

State three of the following:

1) Increased sales
2) Good reputation
3) Unique Selling Point (USP)
4) Customer Loyalty- repeat purchases
5) Word of mouth- recommendations
6) Good reviews
7) Trust

Question 5

Name a company that has a good reputation of offering good customer service.

Answer 5

British Airways