Customer Service
- Created by: vampette
- Created on: 11-04-14 13:19
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- 5.2 Customer Service
- Importance of customer service
- Customer service is the meeting of customer expectations before, during and after a good or service in order to distinguish the product from the competition, obtain repeat custom and gain a good reputation.
- Product information
- To obtain the full benefit of the product the customer needs to know how it works
- Reliability
- Customers want a product that will meet their requirements each and every time
- After sales service
- many products require an ongoing service
- Product information
- Customer service is the meeting of customer expectations before, during and after a good or service in order to distinguish the product from the competition, obtain repeat custom and gain a good reputation.
- Consumer protection
- Trade descriptions act 1968; sale of goods act 1979; food safety act 1990; competition act 1998
- Disadvantages
- Increased costs
- Increases the likelihood of legal action
- A continuous process to keep up with new legislation regarding consumer protection
- Advantages
- A better reputation for UK firms
- More customers due to confidence in the product
- Reduces risk of UK products being undercut by poorly made products from home and abroad
- Disadvantages
- Trade descriptions act 1968; sale of goods act 1979; food safety act 1990; competition act 1998
- Impact of ICT on customer service
- Websites
- Websites allow customers to access a firm's products through the internet
- They are cheap and easy for a firm to set up; they allow the consumer to identify and purchase products
- Websites allow customers to access a firm's products through the internet
- E-commerce
- Electronic commerce is any form of business transaction between the firm and the consumer through the use of ICT
- The internet allows access to customers 24/7; E-commerce improves the speed of sales; small firms can source cheaper supplies through the internet; expansion through E-commerce is likely to be less expensive than opening new stores.
- Electronic commerce is any form of business transaction between the firm and the consumer through the use of ICT
- Global/ international markets
- small firms no longer have to remain in local or regional markets; this also increases threat of competition from abroad from abroad; ICT will help to improve customer services thtrought quicker response times; selling abroad may create problems due to cultural and legal issues in other countries
- Websites
- Importance of customer service
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