U2 AOS2 KK7 Customer Relations Flashcards
What is customer relations about?
Managing interactions with previous, current, and potential customers.
Identify 3 benefits for businesses of managing customer relations well.
Develop astrong reputation
Find it easier to attract new customers
Experience higher levels of customer loyalty
Gain a competitive advantage
Provide 4 examples of quality customer service
Great product knowledge
Prompt service
Listening to customers needs
Anticipating problems before they arise
Identify 6 customer relations strategies that businesses can use to maintain their relationship with customers
Taking a proactive approach to quality service
Complaints handling
Returns and refunds
Loyalty programs
Having an online presence
Catering to multicultural markets
What does being proactive mean when it comes to providing quality customer service?
Anticipating possible problems before they arise and having all the systems and processes in place to prevent those problems occurring.
Provide 5 examples of ways that businesses can take a proactive approach to provide quality customer service.
Invest in training staff
Ensure that every aspect of the business is customer friendly
Clear signage pointing customers to different product ranges
Uncluttered product display
Staff members who are alert and ready to help before they are be asked
Clear guidelines for staff to follow
Culture that puts the customer first
Why is complaints handling important?
Handling complaints effectively can lead to a better understanding of customers’ expectations, improved customer satisfaction and loyalty, and a reputation which will attract more customers.
What are the features of a successful complaints handling system?
The ability to deal with complaints immediately, and keep the customer informed
A simple process for customers to complain
Clear communication that complaints will be welcomed
How can having a flexible returns and refunds policy enhance customer relations?
By going above and beyond what is required by law and listening to why a customer wishes to return a product or get a refund, the customer feels valued which can enhance customer relations.
Complete the sentence stem:
Loyalty programs are designed to…
build customer loyalty by keeping the customer coming back to the business.
How can businesses use the information collected from loyalty programs to their benefit?
Information about customer product preferences and spending habits can be used to:
- Generate more sales revenue by placing products near each other or away from each other (product placement).
- Offer vouchers for a discount off products that the customer regularly purchases.
- Tailor advertising via mailing lists
- Identify opportunities for new stores.
Having an online presence is essential for building customer relations and includes…
A professional, informative and easy to navigate website
Ability to communicate via Live Chat or Messenger
Social media pages with up to date content
Communication via emails or text messages
Catering to multicultural markets is important for successful customer relations. This can be done by…
Hiring staff with an ability to communicate in languages spoken by the community.
Using prominent signage to alert potential customers that the language they are most comfortable with is spoken within the business.
Demonstrating sensitivity to a variety of different cultures
