3.4 Good customer services

• Good customer service enhances the business's image and brand
• Personalization in customer service makes customers feel valued and appreciated.

  True
• What is one benefit of good customer service?

  Customer satisfaction
• Good customer service improves the business's reputation
• Responsiveness involves promptly addressing customer inquiries
• Match the strategy with its relevant element:

  Empathetic approach ↔️ Empathy

  Reliable delivery ↔️ Reliability

  Personalized experience ↔️ Personalization

  Prompt response ↔️ Responsiveness
• What is one way to measure customer satisfaction?

  Customer surveys
• How can technology solutions enhance customer service?

  Improve efficiency
• Satisfied customers are more likely to return to the business.


  True
• Match the key element of good customer service with its description:

  Responsiveness ↔️ Addressing inquiries promptly

  Empathy ↔️ Understanding customer emotions

  Reliability ↔️ Consistently meeting expectations

  Personalization ↔️ Tailoring the customer experience
• Good customer service improves the business's reputation and brand
• Why does increased customer satisfaction benefit a business?

  Repeat purchases
• What are four key elements of good customer service?

  Responsiveness, empathy, reliability, personalization
• The elements of good customer service work independently of each other.

  False
• Strategies for good customer service are solely focused on employee behavior.

  False
• Staff training is a key strategy for improving customer service.


  True
• Customer service refers to the assistance and advice provided to customers before, during, and after a purchase
• Satisfied customers contribute to increased sales and profits for the business.


  True
• Steps for providing excellent customer service:

  1️⃣ Address customer inquiries promptly

  2️⃣ Understand customer emotions and needs

  3️⃣ Meet customer expectations consistently

  4️⃣ Tailor the customer experience
• Good customer service is solely about addressing customer complaints.

  False
• Excellent customer service is optional for business success.

  False
• What does empathy in customer service involve?

  Understanding customer emotions
• An empathetic approach focuses on understanding customer needs
• Customer service metrics include response times and first-call resolution