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Who is the customer?
The customer is anyone who purchases a product or service from a business, there are two types.
What are the 2 types of customers?
Internal customers members of staff or outside suppliers that contribute towards the service
provided to external customers.…read more

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What is good customer service?
Good or effective customer service meets or surpasses the expectations of the customer.
How is customer service delivered?
Face-to-face
Telephone
Internet
Written communication
What does a business do to meet customer needs?
Market research
Decision-time
Training
Quality
How does quality meet customer needs?
Quality meets customer needs by mystery shoppers. Mystery shoppers are employed to test
customer service by visiting a shop or sales outlet undercover and unannounced, therefore having
the same experience as customer receive.…read more

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Easy possible knowledge exam question
Define the term customer service? (2)
3 types of possible analysis questions
Analyses three benefits to a business of good customer service (8)
Discuss why it is often claimed that small businesses provide the highest standard of customer
service (8)
Explain the relationship between product quality and customer service standards (8)
Previous exam question on customer service
Analyse two benefits that Two Seasons Ltd may receive from providing
`outstanding customer service' (line 12).…read more

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