3.4 Good customer service

Question 1

Methods (stages) of good customer service.

Answer 1

• Product knowledge: knowledge about product.
• Customer engagement: create good experience for the customer.
• Post sale service: provide user training, help lines, servicing.

Question 2

Benefits of good customer service.

Answer 2

• Increase in customer satisfaction.
• Ccustomer loyalty.
• Increased spend/sales.
• Profitability.

Question 3

Dangers of poor customer service

Answer 3

• Customer dissatisfaction.
• Poor reputation via word of mouth.
• Reduction in revenue.

Question 4

Ways customer service have developed over time.

Answer 4

• Advancements in ICT (e.g. accessibility to websites, e-commerce and social media)

Question 5

Sales process

Answer 5

1. Product knowledge: convince customers that the product is best suited to their needs.
2. Speed and efficiency of service: minimising steps it takes for customer to contact business.
3. Customer engagement: keep customers positively engaged/informed (e.g. on social media or in person)
4. Post sales service: helping customers who have purchased product with any issues (e.g. helpline for product instructions).
5. Response to customer feedback: receiving and responding to feedback with empathy, understanding and respect (e.g. even with a bad review).