<\/a>Meeting Customer Needs<\/span><\/h2>\nIf customer needs are not met the business will not be successful. It is, therefore, very important to carry out market research (discussed later in notes) to identify exactly what customers need.<\/p>\n
\n- Reliability\/quality of the product\/service;<\/li>\n
- Consistency over a period of time \u2013 how does it match up to the last good\/service purchased?<\/li>\n
- The speed and flexibility of delivery \u2013 can the organisation accommodate the customer\u2019s needs, for example, can they deliver within 24 hours?<\/li>\n
- Courtesy and attitude of staff \u2013 from those on the shop floor to the delivery drivers;<\/li>\n
- The information given about the product \u2013 was it accurate? Did it do all the business claimed it would do?<\/li>\n
- How did the organisation react if help was needed? Were staff happy to assist the shopper?<\/li>\n<\/ul>\n
<\/a>Benefits of Good Customer Service<\/span><\/h2>\n![\"\"](\"https:\/\/blogs.glowscotland.org.uk\/glowblogs\/public\/n4businessmanagement\/uploads\/sites\/10340\/2023\/02\/28152939\/download.png\")
<\/a><\/p>\nSatisfied customers<\/strong><\/span><\/p>\nIf customers are happy with product or service offered they will return and recommend the company to other people.<\/p>\n
Keeping customers loyal<\/strong><\/span><\/p>\nEncourage customers to return by offering loyalty schemes e.g. Boots Advantage Card or Sainsbury Nectar Card.<\/p>\n
Attracting new customers<\/strong><\/span><\/p>\nMay result from recommendations from existing customers of use of advertising or promotions.<\/p>\n
Happy and motivated staff<\/strong><\/span><\/p>\nIf staff have been trained in customer service policy and are not constantly faced with unhappy customers they will be happier and work harder<\/p>\n
Good\/improved reputation<\/strong><\/span><\/p>\nThe image of the company will be good if customers have a good experience.<\/p>\n
Increased sales\/profits<\/strong><\/span><\/p>\nMore customers means more sales and profits for the company<\/p>\n
<\/a>Impact of Poor Customer Service<\/span><\/h2>\n
<\/a>Benefits of Good Customer Service<\/span><\/h2>\n<\/a><\/p>\nSatisfied customers<\/strong><\/span><\/p>\nIf customers are happy with product or service offered they will return and recommend the company to other people.<\/p>\n
Keeping customers loyal<\/strong><\/span><\/p>\nEncourage customers to return by offering loyalty schemes e.g. Boots Advantage Card or Sainsbury Nectar Card.<\/p>\n
Attracting new customers<\/strong><\/span><\/p>\nMay result from recommendations from existing customers of use of advertising or promotions.<\/p>\n
Happy and motivated staff<\/strong><\/span><\/p>\nIf staff have been trained in customer service policy and are not constantly faced with unhappy customers they will be happier and work harder<\/p>\n
Good\/improved reputation<\/strong><\/span><\/p>\nThe image of the company will be good if customers have a good experience.<\/p>\n
Increased sales\/profits<\/strong><\/span><\/p>\nMore customers means more sales and profits for the company<\/p>\n
<\/a>Impact of Poor Customer Service<\/span><\/h2>\n
<\/a><\/p>\nSatisfied customers<\/strong><\/span><\/p>\n If customers are happy with product or service offered they will return and recommend the company to other people.<\/p>\n Keeping customers loyal<\/strong><\/span><\/p>\n Encourage customers to return by offering loyalty schemes e.g. Boots Advantage Card or Sainsbury Nectar Card.<\/p>\n Attracting new customers<\/strong><\/span><\/p>\n May result from recommendations from existing customers of use of advertising or promotions.<\/p>\n Happy and motivated staff<\/strong><\/span><\/p>\n If staff have been trained in customer service policy and are not constantly faced with unhappy customers they will be happier and work harder<\/p>\n Good\/improved reputation<\/strong><\/span><\/p>\n The image of the company will be good if customers have a good experience.<\/p>\n Increased sales\/profits<\/strong><\/span><\/p>\n More customers means more sales and profits for the company<\/p>\n<\/a>Impact of Poor Customer Service<\/span><\/h2>\n