L6-customer service

Question 1

list the benefits of good customer service

Answer 1

• High levels of customer satisfaction
• Loyal customers - repeat purchases
• More sales- and profitability
• More recommendations from happy customers

Question 2

explain the disadvantages of poor customer service

Answer 2

• poor customer service is bad
• this is because they likely to have dissatisfied customers
• leading to bad reviews and negative word of mouth
• therefore the firm may have a poor reputation and falling revenue and less sales

Question 3

list the draw backs of providing good customer services

Answer 3

• higher staff wages from hiring employees who are experts in customer service
• expensive staff training
• costs extra services offered
• higher wage costs from the extra time staff take to provide post-sales service

Question 4

list the three points of good service throughout the sales process

Answer 4

• excellent product knowledge
• engaging well with the customer
• offering post sales service

Question 5

explain why having excellent product knowledge results in good customer service

Answer 5

• having good product knowledge is good
• because any questions can be answered quickly and easily
• leading to a better understanding of what the customer wants and other additional products to suit their needs
• therefore the customer feels more confident buying from the firm if they feel the staff know what they’re talking about

Question 6

explain how engaging well with the customer results in good customer service

Answer 6

• when a firm
• because by being polite and kind to the customer, it makes them feel valued and important
• leading to them having a good impression on the business from their good experience
• therefore they are more likely to return and recommend to other potential customers

Question 7

list ways of engaging well with the customers

Answer 7

• being welcoming polite and friendly
• listing to the customers wants and needs
• extra ways like to improve experience- snacks free refreshments next day delivery

Question 8

list ways of post sales services

Answer 8

• user training- how to use and take cake of product or service
• after sales helpline- any issues/queries
• services- some goods need to be serviced after purchase like cars and boilers

Question 9

list the ways firms can use websites and ecommerce to improve customer service

Answer 9

• 24 h shopping
• displaying information about products and services
• (FAQs) section
• having a store locater and opening times
• offering a live chat facility
• displaying contact details
• allowing customers to create an account,

Question 10

list ways that firms can use social media to provide good customer service

Answer 10

• communications- to show how to use a product
• to inform about specials offers of any changes to psychical stores
• quick and easy way for customers to communicate for queries and complaints

Question 11

list the adavntages of useing social media and ecommerce to provide good custoemr servic e

Answer 11

• quick and easy way to collect feedback from customers
• cheap way to promote and inform
• it mayy be chaper than phucial stores meaning more can be invested in improving custoemr service