Lesson 4 Flashcards
Why is customer service important to a successful business?
It helps retain customers, improves reputation, builds relationships, and increases business success.
What are some objectives of customer service training?
Guarantee excellent service, handle queries/complaints, and monitor satisfaction.
What is a transactional relationship?
A weak relationship based on reciprocity and needs, such as buying and selling.
What is a B2B relationship?
A business-to-business connection formed through contracts or deals.
How can social media help build business relationships?
Through online communities that foster customer engagement
Name four groups businesses build relationships with.
Customers, ambassadors, consultants, and wider communities.
How does customer service differ from customer care?
Customer service involves direct support, while customer care includes a more emotional and personalized focus on customer well-being.
What roles do customer service representatives perform?
Call handling, responding to correspondence, technical support, and complaint handling.
What are the key principles of customer service?
1) Establish needs and expectations,
2) Promote self/company/products,
3) Fulfil needs,
4) Handle complaints positively.
Give an example of promoting a product positively.
Explaining benefits and maintaining professional conduct.
What steps should a business take to handle complaints?
Listen carefully, respond via appropriate channels, offer easy fixes or escalate complex issues.
What happens if a problem cannot be rectified easily?
The business may offer a replacement or service the item.
What makes complaint handling effective?
Trained staff, clear process, timely responses, honesty, rectification, and learning from issues.
Why is it important to be honest and accountable in complaints?
Admitting mistakes and offering solutions builds trust.
What are the consequences of poor complaint handling?
Unresolved issues, bad word-of-mouth, loss of customer trust, and damaged reputation.
How does poor service affect reputation?
It causes long-term damage and loss of business credibility.
Name four ways to improve customer service.
1) Reduce wait times,
2) Use chatbots/FAQs,
3) Improve refund policies,
4) Train staff better.
What shapes customers’ perception of a business the most?
The quality of its customer service.
How can businesses monitor customer satisfaction?
Through feedback, surveys, follow-ups, and customer visits.
What are the benefits of engaging with customers?
Builds market knowledge and makes customers feel valued.
Why is it important to adapt to changing customer requirements?
To ensure products and services remain relevant and competitive
