Good Customer Service Flashcards

All 12 cards in this deck

What is product knowledge in customer service?

Staff understanding all the features and benefits of the products and services, so they can answer questions and match products to customer needs and budget.

What is customer engagement in customer service?

Building relationships with customers through politeness, friendliness and listening, plus facilities and extra features that make them feel valued.
e.g. fitting rooms, loyalty cards, click and collect, next-day delivery

What are post-sales services? Give two examples.

Ongoing support given to the customer after the purchase.
e.g. user training, helplines, servicing

What are the stages of the sales process?

1. Find potential customers
2. Approach them
3. Investigate their needs
4. Present the product
5. Close the sale
6. Provide post-sales service

Give three dangers to a business of poor customer service.

Dissatisfied customers who do not shop there again; poor reputation/negative reviews by word of mouth, making new customers hard to attract; more returns and refunds, which raise costs (customers may also be lost to competitors).

What is e-commerce?

Any transaction that takes place through the internet.
It lets customers buy at any time of day or night.

What is a live chat facility on a business website?

A function that lets customers communicate with a sales or customer service representative in real time.

Give three customer service features a business can provide on its website.

Product/service information and FAQs; a store locator with opening times and contact details; live chat for instant answers (also customer accounts storing details and special offers).

Give two ways social media has allowed customer service to develop.

Customers can contact the business quickly and easily; the business can build relationships with customers and respond publicly to comments.

True or false? A business can ignore a negative comment on social media because only the customer who posted it can see it.

False. Negative reviews are visible to everyone and can damage the business's reputation if they are not managed.

True or false? Improving customer service costs a business money, so the benefits must be weighed against the cost.

True. Things like staff training, helplines and staffing a live chat all add costs, which may not be worthwhile if customers do not value them.

Give two benefits to a business of providing a high level of customer service.

Increases customer loyalty; fewer returns.
Other credited answers: customer satisfaction/good reviews, better brand image/reputation, helps the business be competitive.