Good Customer Services
Bayani Gaba-gaba
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.
Manufura
- 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.
Taswirar tunani
An zana wannan batu don ka ga yadda ra'ayoyi ke hadewa.
Bude taswirar tunani a cikin manhaja
Takardar Darasi
Cikakken Bayanin Darasi Yana Kan Manhajar Green Bridge
Sami manhajar Green Bridge CBT a wayarka ko kwamfutarka domin cikakken laburaren IGCSE: takardun jarrabawar baya, tsarin kimantawa, taswirar tunani, katunan karatu da darussan sauti.
Nazarin Darasi
Barka da kammala darasi akan Good Customer Services. Yanzu da kuka bincika mahimman raayoyi da raayoyi, lokaci yayi da zaku gwada ilimin ku. Wannan sashe yana ba da ayyuka iri-iri Tambayoyin da aka tsara don ƙarfafa fahimtar ku da kuma taimaka muku auna fahimtar ku game da kayan.
Za ka gamu da haɗe-haɗen nau'ikan tambayoyi, ciki har da tambayoyin zaɓi da yawa, tambayoyin gajeren amsa, da tambayoyin rubutu. Kowace tambaya an ƙirƙira ta da kyau don auna fannoni daban-daban na iliminka da ƙwarewar tunani mai zurfi.
Yi wannan ɓangaren na kimantawa a matsayin wata dama don ƙarfafa fahimtarka kan batun kuma don gano duk wani yanki da kake buƙatar ƙarin karatu. Kada ka yanke ƙauna da duk wani ƙalubale da ka fuskanta; maimakon haka, ka kallesu a matsayin damar haɓaka da ingantawa.
- 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
Yi aikin wadannan tambayoyi a cikin manhaja
Yi aikin wadannan tambayoyi a cikin manhaja
Littattafan da ake ba da shawarar karantawa
Yi Aikin Tambayoyin Gwaji
Kana son yin aikin tambayoyin gwaji kan Good Customer Services? Sauke manhajar Green Bridge CBT don samun tambayoyin gwaji da cikakkun jarrabawa akan wannan batu.
Sauke Manhajar Daga Google Playstore
Duk abin da kake buƙata don yin fice a JAMB, WAEC & NECO.
