3.4 Good customer service Flashcards by Seth Sandhu

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Q

The sales process

A

Customer interest
Speed of service
Customer engangement
Post-sales service
Customer service

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Q

How is Customer interest achieved?

A

Strong brand innit
Advertising innit
Promotions/offers innit
Soft approach innit

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Q

Effects of good customer service

A

Increased sales innit
Good reviews: Customers will say good things about the business to others
Increased customer loyalty
Friendliness of staff
Reliable, open at convenient times

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Q

Effects of poor customer service

A

Decreased sales
Bad reviews: Customers will say bad things about the business to others
Decreased customer loyalty
Staff make customers feel uncomfortable
Bad reputation leading them to spend extra on hiring more staff

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