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© Boardworks Ltd 2008 1 of 13 2.3 Customer Service and Customer Satisfaction Unit 2: Developing Customer Relations 2.3 Customer Service and Customer Satisfaction.

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Presentation on theme: "© Boardworks Ltd 2008 1 of 13 2.3 Customer Service and Customer Satisfaction Unit 2: Developing Customer Relations 2.3 Customer Service and Customer Satisfaction."— Presentation transcript:

1 © Boardworks Ltd 2008 1 of 13 2.3 Customer Service and Customer Satisfaction Unit 2: Developing Customer Relations 2.3 Customer Service and Customer Satisfaction Unit 2: Developing Customer Relations 1 of 13 © Boardworks Ltd 2008

2 2 of 13 Contents Teacher’s notes included in the Notes Page Flash activity (these activities are not editable) For more detailed instructions, see the Getting Started presentation © Boardworks Ltd 2008 2 of 13 Printable activity

3 © Boardworks Ltd 2008 3 of 13 Customer satisfaction 3 of 13 © Boardworks Ltd 2008 Word of mouth reputation Confidence in service Value for money In this section, you will learn why customer satisfaction is important to businesses, and what they do to encourage it. Repeat custom Internal customer satisfaction

4 © Boardworks Ltd 2008 4 of 13 Customer expectations

5 © Boardworks Ltd 2008 5 of 13 Goods that are suitable for their purpose Confidence in service It is important that customers have confidence in service. This means that they expect to have their needs and expectations fully met. Accurate and honest information What do customers expect from businesses? Reasonable prices Prompt and efficient service Effective after sales service.

6 © Boardworks Ltd 2008 6 of 13 Value for money For many customers, the principal factor in determining which organization they purchase their goods or services from will be their perception of getting value for money. This does not mean the cheaper the better! availability accessories delivery installation servicing. guarantees Value for money is about the whole ‘package’, which includes other factors, for example:

7 © Boardworks Ltd 2008 7 of 13 Value for money

8 © Boardworks Ltd 2008 8 of 13 Repeat custom If organizations can generate high levels of customer satisfaction, they are more likely to encourage repeat custom. This is when customers return and buy products or services on more than one occasion, and it is a good indicator that the business is meeting customers’ needs and expectations. McDonald’s is one firm that has achieved large-scale repeat custom, and as a consequence, has also achieved brand loyalty from many of its customers. What do you think is meant by the term ‘brand loyalty’?

9 © Boardworks Ltd 2008 9 of 13 Repeat custom Organizations benefit from repeat custom in several ways. Advertising costs are reduced as the business is well-known. Satisfied customers tell other potential customers about the business, creating word of mouth advertising. Customers need less advice and information, since repeat customers know the ‘routine’ (e.g. ordering procedure, available products, etc.).

10 © Boardworks Ltd 2008 10 of 13 Word of mouth reputation

11 © Boardworks Ltd 2008 11 of 13 Internal customer satisfaction Organizations also need to consider the importance of providing satisfaction for internal customers. High levels of internal customer satisfaction result in increased job satisfaction for staff. In some organizations, the largest group of customers will be internal, so it is crucial for the organization’s success that these people have high levels of customer satisfaction. How will this positively impact on an organization? Teamwork skills should also improve, which in turn improves the effectiveness of the organization.

12 © Boardworks Ltd 2008 12 of 13 Communication problems

13 © Boardworks Ltd 2008 13 of 13 Wheel of Misfortune


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