Homework Week 2 Flashcards
Describe 4 features of a good customer service?
4 features of a good customer care service are -
>Customer service promise. This is a statement that details the level of service a customer can expect from the organisation. It will detail the quality that can be expected from the product.
> Returns Policy. This is a statement that outlines how a business will deal with customers who return items to the shop. It will detail how long customers have to return an item. and what types of items can not be returned.
> Service standards. This is a statement that informs employees of the level of service they are expected to provide to customers.It will detail how customers should be treated over the phone. Or if they have a complaint to give.
> Complaints Procedure. This is a statement that details how customers should make a complaint and how the organisation should process it. A good complaints procedure should be available for customers to read,should be easily understood and followed, should be dealt with quickly and should keep customers informed about the progress of their complaints.
Describe 4 benefits of a good customer service?
4 benefits of good customer service are
>Motivated and high performing staff - Because if staff know they are producing good quality products/service and therefore will not have to endure endless complaints from angry customers.
> Satisfied and loyal customers - customers who have their wants and needs taken care of in a professional and efficient manner are much more likely to return to the organisation and recommend it to their friends.
> Good reputation which will attract both customers and new members of staff - If customers believe a product/service is of high quality then they are much more likely to use the organisation or want to work for the organisation.
> Competitive edge in marketplace - an organisation which is renowned for high quality customer service can use this reputation to compete with other organisations and highlight differences between business in a competitive market.
Describe the impact of poor customer service?
the impact of poor customer service
>Demoralised and demotivated staff - Because staff who know that they will have to deal with large numbers of complaints from customers will not be enthusiastic about their job and not be willing to go the extra distance to ensure every customer receives a positive experience.
> Dissatisfied customers will not return and will not recommend the organisation to their friends and family , resulting in a loss of sales revenue and profits for the organisation.
> A poor reputation is difficult for an organisation to turn around and a poor reputation has implications for recruitment , market share and the impact of any advertising the organisation does in the future.
> In extreme cases the organisation may be subject to legal action by customers and this will involve legal cost to the organisation and may involve compensation payments having to be paid out
