Customer Care Flashcards
Features of Good customer care
Loyalty scheme
Mission statement
Complaints procedure
Customer care strategy
Measuring customer satisfaction
Consequences of poor customer care
Gain bad reputation
Unsatisfied customers unlikely to return
Losing out on sales
Harder to recruit new employees
Benefits of good customer care
Good reputation
Satisfied customers likely to return
Gaining sales
Easy to recruit new employees
CCP Customer care strategy
Statement of standard of customer service to be expected
CCP Service level agreement
Agreement with a customer about what the organisation promises to do and what the customer should expect
can include how the organisation will do so, the responsibility of each and any hidden/extra costs
CCP Complaints procedure
States procedure to be followed when dealing with a customer complaint
all complaints taken seriously
Staff should be trained
All complaints acknowledged
CCP Mission statement
Outlines the aims/objectives of the firm (normally focusing on quality and standards)
CCP Loyalty scheme
Rewards customers for being loyal to them (e.g. Tesco Clubcard get money off)
Surveying satisfaction
Customer feedback so improvements can be made
CCE Mystery shoppers
Customer service sampled by someone acting as a real shopper who logs/evaluates the service received
ADV - Clear sample if what customers experience
DISADV - Only assess front line customer service
CCE Customer Focus Groups
Focus groups bring together groups of customers for the purpose of feeding back info on products and services
ADV - Customers may give more considered responses because everyone is given a chance to speak
DISADV - Focus groups are expensive to run
CCE online/written surveys
Most common type is written survey
ADV - results can be analysed and statistics extracted by computer
DISADV - Number of responses received may below and not representative of the whole customer base
CCE Telephone surveys
Telephone surveys becoming increasingly used with huge rise in call centres. Most telephone surveys are outsourced
ADV - Any ambiguous questions can be explained
DISADV - Customers resent being interrupted at the time of the call
CCE Interviews
Usually done 1 on 1 and is best done when there is confidential information e.g. if research is being done into financial services
ADV - They can be useful for expanding basic statistical information
DISADV - They are expensive
CCE Suggestion Scheme
Another type of survey
ADV - Good for internal use particularly if their is a reward attached e.g. a voucher
DISADV - Many customers ignore the opportunity to give feedback meaning feedback will mostly be very good/bad
