Effective Customer Service and customer satisfaction - Unit 1 and 3

Question 1

What are the drawbacks of poor customer service? Name at least 3.

Answer 1

• Poor customer satisfaction
• Poor brand image
• Inability to gain a competitive advantage
• Fall in sales and profits
• Fall in repeat purchase and customer loyalty

Question 2

What are 5 things on an effective customer service checklist?

Answer 2

• Meet and exceeds the needs of customers
• Provide high quality products/services
• Listen to customers
• Deal effectively and quickly with complaints
• Be on time
• Train staff in customer service
• Dispatching orders quickly
• Being 100% accurate in orders/deliveries
• Offering excellent after-sales care
• Providing a personal service
• Going the ‘extra mile’
• Being convenient
• Polite and friendly

Question 3

What are the benefits of good customer service? Name at least 3.

Answer 3

• Repeat purchase
• Loyalty
• Business can charge premium price
• Improves business reputation
• Can differentiate business and become their USP