Unit 1 Topic 1.4.5

Must learn: What customer service means and the importance of customer service

Should learn: The purpose of customer service is to achieve customer satisfaction

Could learn: To evaluate the reasons why customers make repeat purchase

Write a definition of what you think customer service means:-

Customer Service is……

‘Cash-rich and time-poor customers do not want to be

messed around’

• Increased sales – more likely to try out other products/services too

• Customer loyalty –more likely to be a source of repeat business and to recommend the business to friends and family

• Enhanced public image – helps build a brand and provides protection if there is a slip-up in customer service • More effective workforce – satisfied customers help create a positive working environment

Write two scripts one giving an example of good customer service and one giving poor customer service.

Then evaluate the outcomes of what the customer is most likely to do after their good or bad experience of customer service.