Topic 25 - Effective Operations: Customer Service Flashcards
1
Q
3 methods of how to understand and meet customer standards
A
Market research, customer being top priority, training, TQM
2
Q
3 ways to monitor customer satisfaction
A
Satisfaction level surveys
Focus groups
Surveys over time
3
Q
The ten top priorities to customers when expecting good customer service? Give 4
A
Quality of purchase Being treated as a valued customer Speed of service Efficient handling of queries or complaints Competence of staff
4
Q
Benefits of high customer service
A
Competitors differentiation =higher market share
Consolidates new customers that were lured in by promotion perhaps
Encourages repeat sales and word of mouth ads
5
Q
Customer service definition
A
The provision of service to customers before, during and after their purchase
