people Flashcards
what are three benefits of good customer service?
- increased customer loyalty
- improved reputation
- motivated workforce
increased customer loyalty
- if customers receive a good quality service, they will be more likely to return
- this will lead to increased sales and profits
- customers are less likely to go to a rival competitor
improved reputation
- customers who have received a good service are likely to recommend the company to family and friends
- a good reputation may attract new customers meaning a larger market share for the company
motivated workforce
- working for a business that provides a high level of customer satisfaction can be very motivating for employees
- they are also likely to have fewer complaints to deal with
- a business with a good reputation is likely to attract a higher calibre of employees
what are six risks of bad customer service?
- reputation will be harmed
- customer loyalty will diminish
- customers will go elsewhere
- lower staff morale
- sales and market share will decline
- profits will decline
what are five methods of maximising customer satisfaction?
- staff training
- after-sales service
- customer care strategy
- customer complaints procedures
- recruitment and selection
staff training
- well-trained staff will be knowledgeable about the business and will be able to deliver a high standard of customer care
- staff should be regularly updated on the company products
after-sales service
this is the service provided by the company after a purchase has been made
THIS SERVICE INCLUDES:
- returns and refunds
- guidelines on how to achieve the best from the product
- service and product maintenance
customer care strategy
this lets the customer know:
- what level of service to expect
- how complaints will be handled
customer complaints procedures
these include instructions on how employees should handle complaints such as:
- the length of time it should take
- who should deal with a complaint
- how it should be processed
- it is important to keep customers informed on the progress of the complaint
- if a customer complaint is handled effectively, the customer will be more likely to return to the business
recruitment and selection
- there should be a thorough recruitment process to ensure the highest quality staff and correct number of employees are working for the company
- this will ensure high standards of customer service are maintained
