AQA AS Business studies chapter 35-Customer Service

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Chapter 35: Developing effective operations Customer
Service
Who is the customer?
The
customer
is
anyone
who
pur
chases
a pr
oduct
or
ser
vice
fr
om
a busi
ness
, t
her
e
ar
e t
w o
types.
What are the 2 types of customers?
I
nt ernal
custo me r
s memb ers
of
staf
f or
outsi
de suppl
ier
s t
hat cont
ri
bute
towar
ds t
he
ser vi
ce pr
ovid ed to
exter
nal
custome r
s.
&
Ex ternal
cust omers an y
o ne
w ho
does not
cont
ri
bute
to
the busi
ness
provi
ding
a
ser vi
ce (
the
mo st
commo n
custome r
r
e me mber t
hat
thi
s can
also
be ot
her
bus i
n esses)
What is the definition of customer service?
Customer
servi
ce i
s
ident
if
ying
and
sat
isf
ying
cust
ome r
needs
and
del
iver
ing
a
ser
vice
that
meets
or
exceeds t
hei
r
expect
ati
ons
of
the
business
.
What are the customer expectations based on?
Customer
expect
ati
ons ar
e based
on
previ
ous
exper
iences,
wha t
peopl
e hear
and
see
and
w hat
or
ganisat
ions
say
about
t
heir
cust
omer'
s
servi
ce.
What are the benefits of good customer service?
Brand l
oya l
tyr epeat
pur
ch as es
Eff
e ct
ive
str
ategy t
o f
ight
comp et
iti
onb ett
er
reputa t
ion
Incr
ea sed
profi
tmo r
e sal
es
G r
ow t
h i
n
sales mo r
e l
ikel
y to t
ry
out
the busi
nesse s ot
h er
product
and
servi
ces.
Ma r
ke t
sharee nhanced publ i
c i
ma ge ,
hel
ps bui
ld
a br
a nd and
provi
des pr
otect
ion
I
ncreased ef
fi
ciencyp osit
ive w or
k i
n g
envir
on ment
Customer sat
isf
acti
onp osi
ti
ve ou t
look
on t
h e
busi
n e ss
from a
customer'
s poi
nt
of view
What is customer satisfaction?
Customer
sati
sfacti
on i
s when t
h e
product
or
servi
ce t
hat
the busi
ness i
s sel
li
ng
meets
the cust
ome r'
s needs
a nd
w ant
s e.g.
hi
gh
quali
ty.
Custome r
sat
isf
acti
on
is
in
sal
es act
iv
it
ies t
o cr
e at
e a
po si
ti
ve exper
ience
for
t
he customer e.
g.
a welcoming,
pr
ofessi
ona l
and
po l
i
te at
mo sphere.
In
addit
ion
to
customer sat
isf
acti
on i
s af
tersales
ser
vice
thi
s i
s pr
o vi
ng t
o t
he
customer t
hat
they
have ma de
the
right
choi
ce i
n
choosi
ng t
ha t
busi
ness e.g.
i
nstal
lat
ion of
a
product
,
tr
aini
n g
or
de l
i
veri
ng a pr
o duct
.
Why is customer satisfaction good for a business?
Cust
omer
sat
isf
act
i
o n
is
good
for
a
busi
ness
because
ful
fi
l
led
cust
omer
s ar
e mor
e
l
oyal
to
the
busi
ness
and more
prof
it
abl
e i
n t
he l
ongter
m. Wh er
eas
diss
a t
isf
ied
cust
ome r
s t
ake
thei
r
mone y
el
sewhere
and t
ell
t
hei
r
fr
iends
too
about
t
he poor
servi
ce
t
hat
they
have
recei
ved.

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What is good customer service?
Good
or
eff
ect
ive
cust
omer
ser
vice
meet
s or
sur
passes
the
expect
ati
ons
of
the
cust
omer
.…read more

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