Customer Service Flashcards
All 11 cards in this deck
Give one benefit to a business of its staff having good product knowledge.
Any one of: customers trust the advice, so they feel confident buying; staff can recommend accessories or add-ons, raising each customer's spend; customers get the right product, so fewer are returned.
What is customer engagement?
Creating a positive experience for the customer by interacting with them and building a relationship, so their needs are understood and met.
Give one benefit to a business of providing good customer service.
It differentiates the business from competitors, making customers more loyal, so sales and market share rise.
Give one impact on a business of providing poor customer service.
Customers become dissatisfied and make no repeat purchases, so market share falls. (Also: the brand is damaged, so a premium price cannot be charged.)
What is after-sales service?
Service given after a product or service has been bought, such as technical support, servicing or dealing with complaints.
Why is after-sales service important to a business?
It lets customers resolve problems, so customer loyalty increases and the business gains repeat purchases.
What is meant by product knowledge in customer service?
Staff knowing the product well enough to answer customers' questions and advise them on the right purchase.
What is customer service?
How a business deals with its customers before, during and after a sale, e.g. answering questions and resolving complaints quickly.
Why is product knowledge more important in some businesses than others?
It matters most for technical or complex products where customers need advice to choose; it matters less for simple products customers already understand.
How can customer engagement go wrong?
Staff who are rude or too pushy, or who give customers too much information, can put them off buying.
How can an online business engage with customers it never meets?
Through regular, carefully written emails and messages and by asking for feedback, to give the friendly contact a face to face seller would.