Customer service (AQA GCSE Business): Flashcards
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15 cards from this deck
Customer service definition
Customer service definition
Approaches/techniques to care for current & potential customers
Customer satisfaction
Customer satisfaction
Result of high-quality service; leads to customer loyalty & profits
Cost: new vs existing customers
Cost: new vs existing customers
New customers cost significantly more to acquire than retain
Selling process
Selling process
Stages guiding customer from initial interest to purchase
Why staff must know products comprehensively
Why staff must know products comprehensively
Customers lose confidence; incorrect info causes legal issues
Speed in sales importance
Speed in sales importance
Modern consumers are busy; Amazon set high speed expectations
Post-sales support purpose
Post-sales support purpose
Ensure satisfaction & identify areas for improvement
Delivery options customers value
Delivery options customers value
Free delivery, flexible time slots, click-and-collect
Required staff attitude
Required staff attitude
Positive and professional
Benefit: effect on sales from satisfied customers
Benefit: effect on sales from satisfied customers
Increased revenue from existing customers
Benefit: customer loyalty effect
Benefit: customer loyalty effect
Repeat buyers who recommend business (word-of-mouth marketing)
Loyalty gap: very vs somewhat satisfied customers
Loyalty gap: very vs somewhat satisfied customers
Up to 50% difference in loyalty
Loyalty drop when customers experience problems
Loyalty drop when customers experience problems
25% drop in loyalty
Hidden problem statistics
Hidden problem statistics
50% of customers have problems; only 5% complain to business
Negative vs positive word-of-mouth spread
Negative vs positive word-of-mouth spread
Customers share bad experiences with twice as many people