13808000
Description
Mind Map by Rhianna Nicoll, updated more than 1 year ago
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Created by Rhianna Nicoll
over 6 years ago
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3.4 - Customer Service
- Keywords
- Customer service - The part of a business's activities that is concerned with
meeting customers needs as fully as possible
- Customer Engagement - When customer have a positive experience from their
contract with the business
- Customer loyalty - A business's customer make repeat purchase because they
prefer the business's products to those of its rivals
- Infromation and communication technology (ICT) - computing and communications
systems that a business might use to help to exchange information with stake holders
- Global markets - Made up of customers from around the world
- Social media - Involves methods of online communication such as emails
- Websites and applications - Share information and help to develop social and professional contacts
- Data Analysis - Gathering and examining data to provide useful information that can be used for decision-making
- Post - sales (or after-sales) service - Meeting customers' needs after they have purchased a product, e.g. repairing or servicing a product
- Premises - the buildings used by businesses - these may include offices, shops and factories
- E-commerce - act of buying or selling a product using an electronic system such as the internet
- M - commerce - buying or selling a product through wireless handheld devices e.g. smartphones
- Customer service - The part of a business's activities that is concerned with
meeting customers needs as fully as possible
- What is good customer service?
- Means to keep customers happy with the
product they purchased, the process of
purchasing and the support received after
purchase
- E.g. Curry's offer guidance on the types of laptops available and
match them to the customer's needs
- E.g. Curry's offer guidance on the types of laptops available and
match them to the customer's needs
- Means to keep customers happy with the
product they purchased, the process of
purchasing and the support received after
purchase
- Methods or good service
- Reliability - product should do exactly what is expected e,g, car achieves the fuel economy its advertised
- Safety - is where some products need to reassure customers about their level of risk e.g. an air bag for a cyclist
- Customer engagement - when customers have a positive experience with a business, e.g. a customer is upgraded to first class
- Good product information - helps customer make the right decision about whether to buy or not, e.g. use of well trained staff to offer advice on a laptop
- Good product information - helps customer make the right decision about whether to buy or not, e.g. use of well trained staff to offer advice on a laptop
- Customer engagement - when customers have a positive experience with a business, e.g. a customer is upgraded to first class
- Safety - is where some products need to reassure customers about their level of risk e.g. an air bag for a cyclist
- Reliability - product should do exactly what is expected e,g, car achieves the fuel economy its advertised
- Methods of good service
- Post sales - service meeting customers needs after purchase e.g. exchanging faulty products without fuss
- Premises - need to be clean, easy to find, catered for all customers (disabled access) e.g. a restaurant needs these things
- Different methods of payment - Businesses need to offer a range of ways to pay for goods, for example credit card or cash
- Managing customers expectations - ensuring customers know what they'll get from the product and customer service e.g. when
customers order food stating a realistic time
- Managing customers expectations - ensuring customers know what they'll get from the product and customer service e.g. when
customers order food stating a realistic time
- Different methods of payment - Businesses need to offer a range of ways to pay for goods, for example credit card or cash
- Premises - need to be clean, easy to find, catered for all customers (disabled access) e.g. a restaurant needs these things
- Post sales - service meeting customers needs after purchase e.g. exchanging faulty products without fuss
- Benefits of good customer service
- Attracts new customers
- Increase profit/what customers spend
- Increase market share
- Increase customer loyalty
- Attracts new customers
- Why poor customer service occurs?
- Businesses promise too much
- Poor communication
- Poor management
- External factors (e.g. supplier delays)
- Businesses promise too much
- The effects of poor customer service
- They will not buy from there again
- Problems attracting new customers
- a loss of revenue and profits
- Costs associated with faulty products
- They will not buy from there again
- ICT and customer services
- Websites can give customers
up to date information
- Can help advertise a small business
- can ask a set of frequently asked questions
- Offer advice to customers
who have problems
- Websites can give customers
up to date information
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