3.4 Good customer services

• Good customer service refers to the level of care and attention provided to customers to meet or exceed their expectations
• Professionalism in customer service includes maintaining a courteous and helpful attitude.


  True
• Excellent customer service includes understanding the customer's perspective and needs.


  True
• One characteristic of good customer service is consistently delivering on commitments
• Satisfied customers are more likely to remain loyal to a business.

  True
• Businesses can foster customer satisfaction, loyalty, and positive word-of-mouth by providing responsive, empathetic, reliable, and professional customer service
• Excellent customer service helps businesses build a strong brand reputation.


  True
• Methods of managing customer complaints effectively

  1️⃣ Feedback Forms

  2️⃣ Live Chat

  3️⃣ Email

  4️⃣ Phone Support

  5️⃣ Social Media
• Match the technique for building positive relationships with its description:

  Personalization ↔️ Tailoring interactions to individual customer needs

  Proactive Communication ↔️ Reaching out to address concerns and gather feedback

  Loyalty Programs ↔️ Offering rewards to incentivize repeat business
• By prioritizing customer service, businesses can build a strong brand reputation
• Responsiveness in customer service means promptly addressing customer inquiries.


  True
• Good customer service is crucial for business success as it can lead to increased customer satisfaction
• Rank the benefits of good customer service in order of importance:

  1️⃣ Customer Satisfaction

  2️⃣ Customer Loyalty

  3️⃣ Positive Word-of-Mouth
• Excellent customer service is characterized by key attributes such as responsiveness, empathy, and professionalism
• Maintaining a courteous and knowledgeable attitude is part of professionalism in customer service.


  True
• Exceeding customer expectations leads to higher satisfaction
• Why is good customer service crucial for business success?

  Leads to key benefits
• Effective customer complaint management involves addressing concerns promptly, showing understanding, and resolving issues reliably
• Choosing the right method for complaint management depends on customer preferences and business capabilities.

  True
• Exceptional customer service includes providing responsiveness, empathy, reliability, and professionalism.

  True
• Empathy in customer service involves understanding the customer's perspective and needs
• Reliability in customer service means consistently delivering on promises.


  True
• By providing responsive, empathetic, reliable, and professional customer service, businesses can foster positive word-of-mouth
• Good customer service is only important for small businesses, not large corporations.

  False
• Good customer service leads to higher customer satisfaction, which encourages repeat business
• Satisfied customers are more likely to recommend the business to others.


  True
• Key characteristics of excellent customer service

  1️⃣ Responsiveness

  2️⃣ Empathy

  3️⃣ Reliability

  4️⃣ Professionalism
• Match the method of complaint management with its key characteristics:

  Feedback Forms ↔️ Responsiveness, Empathy

  Live Chat ↔️ Responsiveness, Professionalism

  Email ↔️ Professionalism, Empathy
• Building positive customer relationships is crucial for business success as it can lead to increased customer loyalty
• What are the key benefits of good customer service for a business?

  Customer satisfaction and loyalty