Customer Satisfaction Flashcards
1
Q
What do customers look for in a product/ service? (7)
A
- Affordable prices
- High quality
- Friendly service
- Quick/ efficient service
- The right advice/information
- Reliability
- Credit facilities
2
Q
How should businesses deal with customers?(3)
A
- Ensure their staff are well trained
- Don’t promise what you can’t deliver
- All organisations should have a customer care policy
3
Q
What should be included in a customer care policy? (3)
A
- How to deal with customer complaints
- How staff should deal with customers
- How important customers are to the success of the business
4
Q
How do businesses know what’s customer wants? (4)
A
- Reviews on websites/ social media
- Conducting surveys
- Mystery shopper
- Customer suggestion boxes
5
Q
What is the after-sales service?
A
A service that ensures that customers are happy with their purchase and increases the chance that they will return in the future
6
Q
How can you ensure customer satisfaction? (4)
A
- Assembly and fitting
- Speedy delivery
- Giving advice
- A policy for returns
7
Q
What are benefits of good customer service? (6)
A
- Increase customer loyalty
- Positive reviews
- Increase in new customers
- Fewer complaints
- Employees have higher job satisfaction
- Good reputation
