Use of ICT (AQA GCSE Business): Flashcards
📚Flashcards
Practise the cards
14 cards from this deck
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Practise the cards
14 cards from this deck
Purpose of monitoring service quality
Purpose of monitoring service quality
To check if meeting customer expectations & identify improvements
Customer feedback definition
Customer feedback definition
Opinions & comments from people who used products/services
Value of positive & negative feedback
Value of positive & negative feedback
Positive shows what works well; negative shows what needs fixing
Purpose of positive feedback
Purpose of positive feedback
Shows what business is doing right & boosts staff morale
Purpose of negative feedback
Purpose of negative feedback
Highlights areas needing attention
Method to encourage feedback: phone lines
Method to encourage feedback: phone lines
Set up free phone lines to remove barriers
Incentives offered for customer feedback
Incentives offered for customer feedback
Discounts, special deals, or prize draw entries
Benefit of positive feedback on staff
Benefit of positive feedback on staff
Boosts staff morale and confidence
Key principle about unhappy customers
Key principle about unhappy customers
Worst customer is unhappy one who doesn't tell you
ICT benefits for collecting feedback
ICT benefits for collecting feedback
Cost-effective, efficient, & accessible to all businesses
Online feedback systems advantage
Online feedback systems advantage
Quick, convenient, accessible anytime without staff
Timing of customer service questionnaires
Timing of customer service questionnaires
After purchase or service use
E-commerce rating system features
E-commerce rating system features
Comment sections, star ratings, customer testimonials
Website FAQs benefit
Website FAQs benefit
Reduces volume of basic enquiries to customer service teams