3.4 - Customer Service Flashcards
Customer Service
The part of a business’s activities that is concerned with meeting customers’ needs as fully as possible
Positive customer engagement
When customers have a good experience from their contact with the business.
Post-sales service
The meeting of customers’ needs after they have purchased a product, for example, by repairing or servicing the product
Premises
Buildings used by businesses - may include offices, shops, and factories
Customer loyalty
Means that a business’s customers make repeat purchases because they prefer the business’ products to those of its rivalry
Information and communications technology
The computing and communications systems that a business might use to help to exchange information with stakeholders
Global Markets
Made up of customers from across the world
Social media
Involves methods of online communication such as websiters and applications, that share information and help develop socialand professional contacts
Data analysis
Involves the gathering and examining data to provide useful information that can be used for decision-making
Factors of good service
- Product meets customers expectations
- reliability
- Safety
- Customer engagement
- Clear product info
- Post sales services
- Premises
Effects of poor service
- Dissatisfied customers
- Difficulty with new customers
- Loss of revenue
- Increased costs
