UB: customer satisfaction Flashcards
what are the benefits of providing good customer service?
- customer loyalty
- improved reputation
- employee satisfaction
outline the importance of customer loyalty
- increased sales and profits as satisfied (from good customer service) customers return
- customers wont go to competitors
- customer loyalty makes it easier for a business to promote new products as the customer is already loyal to the brand
outline the importance of an improved reputation
- customers who have recieved good customer service will be more likely to reccomend the company to family/friends , therefore increasing sales and profit due to more customers
- good reputation can attract more customers meaning a larger market share for the company
- good reputaion can also allow for higher prices to be charged
outline the importance of employee satisfaction
- customer satisfaction leads to fewer complaints, which can result in a more motivated workforce
- a company with a good reputation and low level of customer complaints can attract a higher calibre of employee
what is market share?
a company’s proportion of sales within a specific market
what are the consequences of failing to provide good customer service?
- decrease in profits
- bad reputation
- loss of market share
- low staff morale
- loss of competitive edge
how can a business ensure customer satisfaction?
- market research
- staff training
- after-sales service
- customer care strategy
- customer complaints procedure
- quality products
how will market research ensure customer satisfaction?
- effective market research will allow a business to find out the needs and wants of its customers
- this means that the product or service can be tailored to these needs, leading to greater customer satisfaction
how will staff training ensure customer satisfactuon?
well trained staff will be knowledgable about the business and will be able to deliver a high standard of customer care
how can after-sales service ensure customer satisfaction?
after-sales service includes returns, refunds, guidelines on how to get the best out of the product or serviuce and product maintenance
this gives the customer a wide range of support
how can customer complaints procedures ensure customer satisfaction?
- customer complaints procedures provide instructions on how employees should handle complaints
- it is imporant for customers to be informed on the progress of a complaint
- if a customer complaint is handled effectively the customer will be more likely to return to the business
how can quality products ensure customer satisfaction?
- products or services must meet the customers needs to satisfy them
- companys with good quality assurance procedures are ensuring no faulty or low quality products are given to customers, this will ensure customer satisfaction
