3.3.4 - Good customer service

• methods of good customer service:

  1. the sales process
  2. excellent product knowledge
  3. customer service
  4. post-sales service
• what is the sales process?

  • finding potential customers
  • approaching potential customers
  • closing sale by getting customer to make purchase
• what is excellent product knowledge -

  • staff know features and benefits of the businesses' products and services:
  • this will help them match the right product and they can answer questions
• what is customer experience?

  • trying to build relationships to customers e.g polite
  • businesses should have facilities offered - more enjoyable and valued
  • businesses can give extra features e.g next day delivery
• what is post sales service?

  service given after a product has been purchased
• benefits of good customer service:

  • increased sales - satisfied customers oculd try other goods produced by the business
  • enhanced public image - builds a brand image and protection
• drawbacks of good customer service:

  • higher staff wages - from hiring employees and paying staff training
  • extra services offered - increased overheads from offers and extra time staff take to provide service
• dangers of providing poor service:

  • loss of loyalty: if satisfaction levels drop so does loyalty
  • loss of sales: bad service drives customers away
• impacts of technology:

  • FAQs section
  • convenience - products can be viewed and purchased globally at time of the day
  • displaying info about prdocuts and services