N5S3 - Customer Satisfaction

Question 1

How can a business measure customer service?

Answer 1

• Questions from staff
• Mystery shoppers
• Consumer Panel
• Customer questionnaires
• Review websites, social media

Question 2

List the benefits of good customer service

Answer 2

• Enhances the organisation’s reputation
• Good publicity from happy customers – bad experience will be spread through word of mouth
• Regular repeat orders – loyal customers
• Loyal customers means more sales and a bigger market share
• Attract a better calibre of staff

Question 3

List impacts of poor customer service

Answer 3

• Dissatisfied customers
• Loss of customers
• Bad publicity
• Demotivated staff
• High staff turnover
• Increased costs
• Bad reputation

Question 4

List 4 ways a business can achieve better Customer Service

Answer 4

• Dealing with general enquiries and complaints
• Being polite and friendly to customers
• Offering advice about products and their uses
• Investigating late or missing orders