Customer Services

• Customer Service

  The ability to meet the customers needs.
• Post-sales service

  The ability to meet the needs of the customers after they have purchased a product, eg. by repairing or servicing the product
• Premises

  Buildings used by the business.
• How can a business provide good customer service?

  • Customer engagement
  • Reliability
  • Safety (eg. airlines must take care of their passengers)
  • Good product information
  • Post-sales service
  • Premises (should be clean, welcoming, easy to navigate)
• Customer satisfaction

  The extent to which customers are pleased with the products they have bought.
• Customer loyalty

  Means that a business's customers will make repeat purchases because they prefer the business to its competitors.
• ICT

  The communication systems used to help exchange information with the stakeholders.
• E-commerce

  The ability to buy or sell a product using an electronic system such as the Internet.
• M-commerce

  The ability to buy or sell a product from a handheld device such as a phone.
• Data analysis

  Involves the gathering and examination of data to provide useful information that can aid decision making.
• Poor customer service

  • Business promises too much
  • Poor communication
  • Poor management