Know How Customer Service Is Provided In Business
All businesses deal with customers, and all businesses must meet their needs consistently to be successful.
Businesses that are well known for providing superb customer service have several characteristics in common:
Customer service is the customer's complete experience, from the second they enter a business or view a website, to the after-sales service, such as spare parts or repairs. Superb customer service means providing services that customers did not even know they wanted, but are delighted to find are provided.
- they understand what customer service really means
- they understand their customers and aim to fulfil their needs in every way
- every single person in the organisation wants to achieve this aim
Customer service is the customer's complete experience, from the second they enter a business or view a website, to the after-sales service, such as spare parts or repairs. Superb customer service means providing services that customers did not even know they wanted, but are delighted to find are provided.
Identifying Customer Needs
Effective customer service involves satisfying customer needs, so the first step is to find out what these are. All customers contact a business because they want something. Businesses use several methods to identify the needs of their customers quickly. E.g. restaurants, supermarkets, Argos, Thomas Cook
How do you think Chelsea FC identify the needs of their customers?
Common customer needs:
How do you think Chelsea FC identify the needs of their customers?
Common customer needs:
- Make a purchase
- Order a product or service
- Obtain information
- Ask for advice
- Enquire about an order
- Change an order
- Report a problem
- Ask for assistance or help
- Return or exchange goods
- Complain
lesson_1.ppt | |
File Size: | 56 kb |
File Type: | ppt |