customer satisfaction

• what is the difference between a need and a want?

  - needs are essential for survival and well-being (e.g. food, water, shelter)

  - wants are desires for non-essential items or services (e.g. luxury goods, entertainment)
• customers


  an individual or group who purchases or uses goods and services to fulfil their needs and wants
• why is customer satisfaction important for a business?

  leads to:

  - loyalty

  - repeat purchases

  - recommendations

  this positively affects:

  - sales

  - profits

  - brand reputation
• name three types of customer service

  - in-person

  - phone-based

  - live chat customer service
• what are two benefits of providing good customer service?

  - increases customer loyalty and sales

  - enhances the business's reputation
• what are two potential consequences of poor customer service?

  - loss of customer loyalty

  - damaged business reputation

  - leading to decreased sales and revenue
• name three factors that influence consumer satisfaction

  - product quality

  - price

  - customer service
• how does consumer satisfaction impact a business's reputation in the digital age?


  - psitive satisfaction leads to good online reviews and social media feedback, enhancing the company's image

  - negative experiences can quickly harm the company's reputation
• how does providing good customer service affect employee morale?

  - employees feel empowered and satisfied when they can effectively help customers

  - leading to higher job satisfaction and motivation
• what is the impact of poor customer service on employee morale?

  dealing with frustrated customers and negative service outcomes can lead to:

  - lower morale

  - job dissatisfaction

  - higher turnover rates
• what factors can change consumer wants over time?

  - personal tastes

  - societal influences

  - economic conditions

  - technological advancements
• how has social media transformed customer service?

  - enables direct, public interactions between businesses and customers

  - increases accountability

  - requires faster response times to preserve reputation
• what is the significance of self-service options in customer service?

  - allow customers to find solutions independently

  - enhancing customer satisfaction and reducing the demand on direct support channels
• how does customer satisfaction directly affect a business's revenue?


  - satisfied customers are likely to make repeat purchases and recommend the business to others

  - leading to increased sales and revenue
• what is the impact of negative word-of-mouth on a business?

  - can significantly damage a business's reputation

  - deter potential customers

  - lead to lost sales and revenue
• why is customer service training important for employees?

  training equips employees with the skills and knowledge to effectively address customer needs, resolve issues, and enhance the overall customer experience
• how can businesses use consumer feedback to improve?


  - businesses can identify areas for improvement

  - develop strategies to enhance products/services

  - tailor their offerings to better meet customer needs