Topic 3 - business operations (4. good customer service) Flashcards
Customer service
The actions of a business that aim to meet the customer’s needs as fully as possible
Customer expectations
What the pre-existing knowledge and experience the customer has about the business and its products
Positive customer engagement
When customers have a good experience of interacting with a business, its products and services
Closing
Finalising a sale, getting the customer to agree to buy
Post-sales service
After sales help, advice and support for the customer
Benefits of good customer service
Defines the brand image, increases competitiveness, encourages repeat business
Risks of bad customer service
Loss of sales, market share, increased costs and poor reputation
Customer feedback
Asking the customers about their experience of the product and the interaction with the business
Customer loyalty
When customers return to buy products and services from the same business
Point-of-sale
The place and time that a transaction is made between the customer and the business
Premises
The building or physical space where a business operates, shops, factories and offices
Word-of-mouth
Customers talking about their experience of service and influencing others
Product knowledge
Staff knowing the features and benefits of the product or service being sold
Customer satisfaction
How far the needs and expectations of customers are being met
Data analysis
Collecting and understanding information about the business operations so informed decisions can be made
