Good Customer Service

Question 1

What are the methods of good service

Answer 1

Product knowledge - before the sale
Customer engagement - during the sale
Post sale service eg user training, helplines, servicing

Question 2

Before the sale - product knowledge

Answer 2

Important to understand the needs new customers have and meet the needs AFAP. Customers mainly need accurate and complete info about product they wanna buy. Employee who provides this and assist customer politely and promptly can help create positive customer engagement

Question 3

During the same - customer engagement

Answer 3

• adapting a produce to meet customers exact needs.
• making it easier for customers to buy products eg opening for longer hours, online selling
• pay in different ways
• ensuring premise meets needs of customers eg clean

Question 4

Post sales service

Answer 4

Important as customers may still need support
- delivering product efficiently and received safely
- providing user training for the product - instructions
- if product is faulty or doesn’t meet needs - repair or replace
- service and maintenance for product

Question 5

Benefits in providing good customer service

Answer 5

Increase in customer satisfaction
Customer loyalty
Increase spending
Profitability

Question 6

Dangers of poor customer service

Answer 6

Dissatisfied customers
Poor reputation via word of mouth
Reduction in revenue

Question 7

The ways which advanced in ICT allow customer service to develop

Answer 7

Websites - info about them, contacting them, online store
E-commerce - any time from anywhere, online often cheaper - more sales, ask questions
Social media - provides information, customers informed of issues, complaints, provides free apps