Customer service

• Customers are important to a business as they are the people who buy the goods and services
• If customers are not satisfied the business will not be able to sell , therefore no profit will be made and the company could go out of business
• Customer service is the service consumers receive before , during and after they have purchased a good or service
• Benefits of good customer service are customer loyalty , improved reputation and employee satisfaction
• If customers receive a good quality service they will be more likely to return which will lead to increased sales and profits
• Customer loyal would make it easier for a business to promote new products as the customer is already loyal to the brand
• Customers who have received a good service will be more likely to recommend the company to family and friends
• Customers who are satisfied are less likely to complain and having less complaints to deal with contributes to a business having a more motivated workforce
• Poor customer service can lead to

  • a decrease in profits
  • bad reputation
  • loss of market share
  • loss of competitive edge
  • low staff morale
• Businesses can ensure customers are satisfied through market research , staff training and customer care strategy
• Ways to maximise customer satisfaction

  • providing staff training
  • having a good returns policy
  • asking customers for feedback
  • having a customer complaint procedure