3) Customer Satifaction Flashcards Preview

Nat 5 Business > 3) Customer Satifaction > Flashcards

Flashcards in 3) Customer Satifaction Deck (7)
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1
Q

What is customer service?

A

The provision of service to customers before, during and after a purchase

2
Q

How could a business have good customer service?

A

Have a wide range of quality products

Staff happy to help

A method to measure customer satisfaction

A process for resolving complaints

3
Q

Why is customer service important?

A

Enhance reputation

Good publicity

Regular repeat orders

Loyal customers

4
Q

How to maximise customer service

A

Keep customers well informed

Under promise and over deliver

Go extra mile

5
Q

Impact of poor customer service

A

Bad publicity

Poor reputation

No repeat orders

6
Q

What do customers want?

A

Quality, attractive packaging, durability, good price, good brand, easy available, good after sales service

7
Q

How to measure customer satisfaction?

A

Market research