Production Of Service

Question 1

Tertiary Sector

Answer 1

.Third tier in the three sector economy
.Produces services training or consulting
.Examples:hairdressing,nursing and teaching

Question 2

Growth of service industry

Answer 2

.decline in manufactoring 
.competiton from abroad 
.lack of reasources 
.cheaper from abroad
.specialisation 
.globalisation 
.comparative advantages 
.skilled labour=

Question 3

Important aspects of customer service

Answer 3

.empathy 
.communication 
.product knowlege 
.paitence 
.positivity 
.confidence
.authenticy 
.professionalism

Question 4

Why is customer service important

Answer 4

.adds value
.motiates employees
.retain customers
.improves reputation

Question 5

Bad cuustomer service can cause

Answer 5

.damaged reputation
.loss of sales
.increased costs
.loss of profits

Question 6

How to measure customer service quality

Answer 6

.speed
.pricing
.retention 
.problem solving 
.complaints 
.interraction with staff
.Quality 
.customer loyalty

Question 7

Methods of measuring customer service

Answer 7

.customer satisfaction score 
.surveys 
.social media monitering 
.mystery shoppers 
.repeat business 
.interviews
.bench marking 
.