Customer service refers to the way an organisation interacts with its customers.
Measuring Customer Satisfaction/Service
- Customers may be issued a questionnaire and asked questions on the standard of customer service.
- Organisations may review information contained in customer complaints and monitor quantities of returned products.
- Organisations can monitor reviews of their products and services that customers have posted on websites.
Impact of Good Customer Service
- Customers who experience good service will continue to buy in the future and may recommend the business to others
- Loyal customers leads to increased sales volumes and profits, and can contribute to the reputation of the business in the eyes of the public.
Impact of Poor Customer Service
- A customer who is not dealt with efficiently will not be happy and go to a competitor.
- Poor customer service can damage the organisations reputation
Maximising Customer Service/SatisfactionÂ
- By using market research to get customer feedback, the business can make decisions on improvements to products, the prices they charge and where they sell their products to ensure customer are happy.
- A business must provide staff training, so they are able to handle queries and complaints from customers, resulting in a better customer experience.
