Customer service Flashcards
What is customer service?
business activities that is concerened with meeting customers needs as fully as possible
What is Good customer service?
keeping customers happy
Methods of good service
The product - GCS depends on the quality of the products themselves
Reliability - Goods should be reliable and do exactly what is expected of them
safety - eg airlines have to take great care of passengers so they feel safe
Benefits of good customer service
helps businesses be competitive
make themselves distinct
compete successfully with rivals
What is customer engagement?
occurs when the business builds a relationship with customer by producing a good customer experience. The customer feels positively about the business so is more likely to buy again and recommend to others
What is good product information?
customers expect clear info about goods and services which helps them make the right descision about which product to buy. employees should be helpful and respond in a friendly way so customers will feel positive about their buying experience
Post sales services
dealing quickly and fairly wiht complaints
delivering products on time
exchanging goods
repairing goods
What is e-commerce?
trading of goods and services through internet
How have shops engaged in e-commerce ?
business have developed their websites not only for advertising but for e-commerce to sell products to o customers directly through the internet
Advantages of e-commerce
can view products any time all over the world
can see other reviews
may receive suggestions on other products
Disadvantages of e-commerce
lack of instore engagement
concerns about privacy and security ehrn giving details
How does social media help a business?
People and business are able to create and share content through websites which is a good way of accessing large numbers of potential customers
What is segmentation?
process by which businesses divide potential customers into target groups with shared characteristics
What sectors is it divided into?
Gender
Age
Location
Income
