13869237
Descripción
Mapa Mental por Gabriella Diana, actualizado hace más de 1 año
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Creado por Gabriella Diana
hace más de 6 años
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3.4 Customer services
- key words
- customer services
- The businesses activities that is concerned with
meeting customers needs as fully as possible
- customer loyalty
- When the customer continues to buy from
the company
- When the customer continues to buy from
the company
- The businesses activities that is concerned with
meeting customers needs as fully as possible
- Global markets
- Made up of customers from all over the world
- Made up of customers from all over the world
- Customer engagement
- When customers have a good experience from their contact
with the business
- When customers have a good experience from their contact
with the business
- Post-sales(or after sales) service
- meeting customers needs after they have purchased a product, for
example, by repairing or servicing the product
- meeting customers needs after they have purchased a product, for
example, by repairing or servicing the product
- Data analysis
- Gathering and examining data to provide useful information that
can be used for decision-making
- Gathering and examining data to provide useful information that
can be used for decision-making
- customer services
- Good customer service
- -Keeping customers happy
-Offer service and guidance to
match the customers needs
-Offer continuous support after
purchasing and look after
customer even after they have
left
- Methods of good customer services
- -Reliability~needs to be consistent and able to guarantee the customer service -Safety~they make sure you know the safety risks -Customer
Agreement~When they have a good experience, perhaps an upgrade -Good product information~ customers are informed well about the
product they are buying -Post sales~dealing fairly well with customer complaints and exchange faulty products without problems -Premises~
must be clean, easy to find and navigate and fill a customers needs -Methods of payment~Can offer many different ways like cash or credit
card or pay over a period of time (e.g. little every month) -Managing customers expectations~They know what they are getting and know
positives and negatives (e.g. food services tell you if they are running behind and how long it will be)
- -Reliability~needs to be consistent and able to guarantee the customer service -Safety~they make sure you know the safety risks -Customer
Agreement~When they have a good experience, perhaps an upgrade -Good product information~ customers are informed well about the
product they are buying -Post sales~dealing fairly well with customer complaints and exchange faulty products without problems -Premises~
must be clean, easy to find and navigate and fill a customers needs -Methods of payment~Can offer many different ways like cash or credit
card or pay over a period of time (e.g. little every month) -Managing customers expectations~They know what they are getting and know
positives and negatives (e.g. food services tell you if they are running behind and how long it will be)
- Benefits of good customer services
- -Attract new customers -Be recommended
-Each customer is likely to spend a bit more
if it is good customer service -Good
comments lead to increase in sales and
bigger share of market -Increased customer
loyalty
- -Attract new customers -Be recommended
-Each customer is likely to spend a bit more
if it is good customer service -Good
comments lead to increase in sales and
bigger share of market -Increased customer
loyalty
- -Keeping customers happy
-Offer service and guidance to
match the customers needs
-Offer continuous support after
purchasing and look after
customer even after they have
left
- Bad customer service
- Why do we get poor service
- -Businesses promise too much (next day delivery comes a week later)
-Poor communication (service not made clear to customers) -Poor
management when they have reasorces but they are managed poorly
-External factors (supplier delays)
- -Businesses promise too much (next day delivery comes a week later)
-Poor communication (service not made clear to customers) -Poor
management when they have reasorces but they are managed poorly
-External factors (supplier delays)
- Effects of bad customer service
- -Dissatisfied customers who wont buy from
the business again -Problems attracting
new customers -A loss of revenue and
profits -Costs associated with faulty
products or selling the incorrect products to
customers
- -Dissatisfied customers who wont buy from
the business again -Problems attracting
new customers -A loss of revenue and
profits -Costs associated with faulty
products or selling the incorrect products to
customers
- Why do we get poor service
- ICT
- Websites can give customers up to date information
about the business including videos about products
and services -A website can help advertise small
businesses to a large or global group of customers,
leading to increased sales -It can include a set of
frequently asked questions so customers can get
instant answers e.g. returns policy -It can offer to
customers who have problems with a product
- Websites can give customers up to date information
about the business including videos about products
and services -A website can help advertise small
businesses to a large or global group of customers,
leading to increased sales -It can include a set of
frequently asked questions so customers can get
instant answers e.g. returns policy -It can offer to
customers who have problems with a product
- E-commerce and M-commerce
- E-commerce is buying or selling a product using an
electronic system like the internet
- M-commerce is buying and selling products on a
wireless handheld device such as a smartphone
- Advantages: business avoiding the cost of having to have a physical and shopping can take
place 24 hours a day and businesses can sell products across the world in global market
- E-commerce is buying or selling a product using an
electronic system like the internet
- Social media
- websites and apps that share information and help to develop
social and professional contacts e.g. facebook, twitter, snapchat
- Businesses can have access to large amounts of potential customers and
target customers with sophisticated methods of promoting their products
(e.g. Topman launched a new clothing range through Nick Grimshaw)
- websites and apps that share information and help to develop
social and professional contacts e.g. facebook, twitter, snapchat
- Data anylasis
- Gathering and examining data to provide useful information that can be used for
decision making
- Websites and social media gather lots of data about browsing and spending habits of users which allows businesses to
look at trends and market more accurately (Amazon changes prices of products depending on the time of day you
normally purchase
- Gathering and examining data to provide useful information that can be used for
decision making
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