22/9/23

Question 1

what are two ways customer service is developing?(2)

Answer 1

1)Websites and e-commerce:
-Many firms include 24-hour ordering on their websites so its easier
-Many sites provide answers to FAQS so that customers can look up answers to queries.They also usually have contact details and provide online forms so that customers can use to make enquiries or complain.Some even have the live chat feature

2)Social media:
-Social media allows people to share content online/communicate
-Firms can use this to communicate with customers eg how to use a product or let them know about offers or any changes to store opening hours
-It’s also a quick and easy way for customers to contact a business.Comments on social media can be seen by lots of people so it is important for a business to reply quickly and politely.This helps give the firm a positive image

Question 2

what are the benefits of good customer service?(3)
what are the dangers of poor customer service?(2)

Answer 2

Benefits:
1)Good customer service leads to high level of customer satisfaction
2)Satisfied customers are likely to stay loyal to the company and make repeat purchases
3)Customers may be persuaded to spend more with a company that provides them with good customer service
-However good customer service costs money eg wages of extra staff for a small firm may be a major part of their spending most firms recognise benefits of customer service outweigh costs and increase profitability

Dangers:
1)If a company provides poor customer service they’re likely to have dissatisfied customers
2)People like to tell others about poor customer service which may be spread quickly.The business ends up with a poor reputation and falling revenue