Customer Service Flashcards
(4 cards)
key features of good customer service
answering calls quickly so customer aren’t left on hold
dealing effectively with customer complaints by following the businesses procedures
Being polite, helpful and positive when dealing with customers.
benefits of good customer service
Customer loyalty – customers will be loyal to the business and not go to competitors.
A good reputation - satisfied customers are more likely recommend the organisation’s product of service to others.
Fewer complaints - staff will be happier and more motivated in their work, which reduces staff turnover.
consequences of bad customer service
Poor customer service can result in increased complaints and poor publicity, which can harm the firm’s reputation.
Complaints and negative publicity can lead to increased costs and decreased productivity.
Unsatisfied customers may turn to competitors, leading to lower sales, reduced profits and the business losing its competitive edge.
