Good Customer Services
Aperçu
Two shops on the same street in Kumasi sell the same phone at the same price. In the first, the assistant hands over the box and turns to the next customer. In the second, the assistant asks what the phone is mainly for, points out that the model on the shelf above holds its charge longer for the same money, sets up the email account at the counter, writes a number on the receipt to call if anything goes wrong, and says come back in a week and we will check it is running properly. Both shops made one sale today. Only one of them has any idea what will happen next year.
This lesson is about the difference between those two counters and what it is worth in money. You will learn the three methods of good service the specification names, work out why keeping an existing customer is so much cheaper than finding a new one, put a figure on what a dissatisfied customer actually costs, and see how websites, e-commerce and social media have changed customer service from something that happened in a shop into something that happens in public, at any hour, where everyone can read it.
Objectifs
- Methods of good service:
- product knowledge
- customer engagement (creating a positive experience for the customer)
- post-sales services (eg user training, help lines, servicing).
- Benefits of good customer service and dangers of poor customer service to businesses.
- The ways in which ICT has allowed customer services to develop:
- websites
- e-commerce
- social media.
Carte mentale
Ce theme est schematise pour montrer comment les idees se relient.
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Note de cours
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Évaluation de la leçon
Félicitations, vous avez terminé la leçon sur Good Customer Services. Maintenant que vous avez exploré le concepts et idées clés, il est temps de mettre vos connaissances à lépreuve. Cette section propose une variété de pratiques des questions conçues pour renforcer votre compréhension et vous aider à évaluer votre compréhension de la matière.
Vous rencontrerez un mélange de types de questions, y compris des questions à choix multiple, des questions à réponse courte et des questions de rédaction. Chaque question est soigneusement conçue pour évaluer différents aspects de vos connaissances et de vos compétences en pensée critique.
Utilisez cette section d'évaluation comme une occasion de renforcer votre compréhension du sujet et d'identifier les domaines où vous pourriez avoir besoin d'étudier davantage. Ne soyez pas découragé par les défis que vous rencontrez ; considérez-les plutôt comme des opportunités de croissance et d'amélioration.
- Which one of the following is likely to happen when a business improves its customer service? A. A fall in the business's costs of production B. An increase in the volume of the business's sales C. A reduction in the number of employees needed D. An increase in the rate of tax the business pays Answer: B
- Which one of the following is an example of post-sales service? A. Advertising the product on social media B. Displaying the price clearly C. Providing a help line for customers who have already bought D. Offering a discount for buying two items Answer: C
- A shop has 500 regular customers and loses 4 per cent of them each year through poor service. How many customers does it lose in a year? A. 4 B. 20 C. 40 D. 200 Answer: B
- Which one of the following is a risk to a business of selling through social media? A. Customers can be reached outside opening hours B. Complaints are visible to people who are not customers C. The business can respond to problems quickly D. The business can post information about new products Answer: B
- Which one of the following best describes 'product knowledge' as a method of good customer service? A. Keeping large quantities of stock in the shop B. Staff understanding what they sell well enough to advise a customer accurately C. Advertising the features of the product widely D. Offering a refund whenever a customer is unhappy Answer: B
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