1. BUSS2 Operations: developing effective operations – customer service

2. Developing effective operations: customer service Candidates should be able to: Define customer service Describe methods of meeting customer expectations (market research, training, use of quality assurance and control, quality standards) Analyse the ways firms can monitor and improve customer service Assess the benefits of high levels of customer service

3. Definitions What is customer service? NOTE: Some shops can offer good customer service and high prices. E.g.?

4. Good customer service Offering good customer service is an essential part of CRM. What does CRM stand for? C_________ R_____________ M__________ CRM focuses attention on the importance and profits to be made from k________ existing customers rather than a_________ new customers.

5. Pre, during and post sale e.g. for a pc or car What service needs to be offered before the sale? What service needs to be offered during the sale? What service needs to be offered after the sale?

6. Methods of meeting customer expectations What are the five main ways of meeting customer expectations? 1.M_______ r_________ to find out: __________ ________________________ 2.Put customer service as number o___ priority 3.T_______ staff 4.Use of quality assurance and quality control (remember quality assurance is:_____________ _________________________________________) 5.Use of quality s___________

7. Monitoring and improving customer service How can firms monitor customer service?

8. Improving customer service How can firms improve customer service?

9. Benefits to firms with good customer service What are the benefits to firms?