Lesson 2 Flashcards
Definition of want?
a desire for something
Definition of need?
a necessity, or something that must be done
How should you clarify a customer’s need?
A customer may need something which is different to what they ask for.
Definition of expectations?
everything a person expects from a product, service or organisation.
What are people’s expectations based on?
- friends and/or family experiences
- their pre-existing experience and knowledge
- what they have learned from the internet (eg information/product reviews)
- their experiences with other companies and organisations.
How will you minimise the potential for customer disappointment or misunderstanding?
If you communicate what you can deliver clearly at the start
Why is it important to manage timelines?
so customers understand when they will receive goods. If delays are expected, communicate them to customers to manage their expectations.
Why is setting expectations important when delivering a service?
To determine if a customer has a positive experience
Why is it important to keep ahead of your competitors?
People’s expectations and demands are continually changing so ensuring your customers remain satisfied with your products or services is important.
Why should you analyse data from different channels?
so that you can manage future sales and satisfaction, which will lead to growth.
What are 4 qualities important in a business?
- service
- reliability
- support
- loyalty
What is the difference between customer service and customer care?
Customer service:
- focuses on the sales process
- Provides advice to customers
- Supports the sale of goods
- Deals with customer queries and complaints
- Ensures customers have a convenient experience
Customer care:
- Goes beyond customer service by
- Making emotional connections between the brand, product and customer
- Offering a personalised approach
- Ensuring customers feel appreciated and looked-after
What are the goals of customer care?
- The goal of customer care is to make an emotional connection with the customer, so they have a positive association with your brand.
- Branding: customers associate positive values with your product or service. A brand has a recognisable identity which sparks a connection with customers.
- Customer care can be part of a company’s brand. Some companies consistently score highly in independent surveys of customer feedback.
- Organisations with a focus on customer care treat all stakeholders (anyone in contact with the business) positively, and treat external and internal customers (eg volunteers and employees) with care.
Organisations placing importance on customer care will what?
- be helpful to customers
- ensure they are available and accessible to customers
- personalise their service to ensure customers feel valued
- have a friendly and approachable culture, so customers feel comfortable interacting with the brand
- focus on empathy and emotional intelligence in staff, to ensure the customer feels cared-for
- be inclusive: ensure they are non-discriminatory and treat all customers with respect
What are the benefits of customer care to the customer?
- feeling valued and appreciated
- receiving a reliable product or service
- support is available
What are the benefits of customer care to the business?
- increased customer loyalty
- strong positive brand identity
- increased customer confidence
- repeat customers
- word of mouth or online recommendations
- increased revenue
What are the benefits of customer care to the employee?
- job satisfaction in helping others
- increased motivation
- positive working environment
- transferable people skills
- positive feedback from happy customers
What simple things can be done to improve customer care?
- use customer names to personalise your communications
- always try to ensure everyone you deal with is made to feel special
always thank people for their custom and loyalty - maintain regular communication with your customers
- take time to get to know them
- find out what has happened in the past to anticipate what customers may want in the future
- pay special attention to any details that can affect expectations
- take small steps to improve all aspects of the business.
Why should businesses layout clear guidelines and include them in terms and conditions?
to inform your customers and stakeholders of exactly what they should expect
What do clear expectations do?
protect your staff, and will protect your business from complaints, and even legal action
