Good Customer Services: Flashcards
What is customer service?
The part of a business’s activities that is concerned with meeting customers’ needs as fully as possible.
When is good customer service necessary? And when do you provide it?
Good customer service is necessary at every stage of production. It can be provided before the sale, during the sale and after the sale.
Why is good customer service important?
Good customer service can help businesses compete with larger rivals, or to stand out when businesses sell similar products.
What is needed to provide good customer service in the before the sale stage?
1) At this stage it is important to understand the needs that new customers may have, and to meet these needs as much as possible.
What needs might customers have?
A key need customers might have at this stage is to have accurate and complete information about the product they are considering buying.
How can a business receive customer engagement in before the sale part of the sale?
Buy giving customers information and providing them assistance politely.
What is customer engagement?
Occurs when the business puts the customers requirements at the heart of its operations: can result in customers having a good experience with the business.
What actions may be involved in providing good customer service in the during the sale part of good customer service?
1) Adapting a product to meet the customers exact needs.
2) Making it easier for customers to buy products by opening for longer periods of time and by selling products online.
3) Allowing customers to pay in different ways, including using debit and credit cars or by transferring funds between bank accounts, businesses may also offer customers loans to buy their products.
4) Ensuring the premises meet the needs of customers. e.g. by being wheel chair friendly.
What is post sale service?
Meeting customers needs after they have purchased a product, for example by repairing or servicing the product.
In what ways can post sale service be carried out during the after the sale process?
1) Delivering the product efficiently and making its received safely. This is increasingly important as consumers in the UK buy more products online.
2) Providing users training for the product, if the customer
