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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 Unit 2: Developing Customer Relations 1 of 13 © Boardworks Ltd 2008
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
© 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
© Boardworks Ltd 2008 4 of 13 Customer expectations
© 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.
© 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:
© Boardworks Ltd 2008 7 of 13 Value for money
© 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’?
© 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.).
© Boardworks Ltd 2008 10 of 13 Word of mouth reputation
© 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.
© Boardworks Ltd 2008 12 of 13 Communication problems
© Boardworks Ltd 2008 13 of 13 Wheel of Misfortune
© Boardworks Ltd of Appropriate Presentation and Interpersonal Skills Unit 2: Developing Customer Relations Unit 2: Developing Customer Relations.
© Boardworks Ltd of Monitoring and Evaluating Customer Service Unit 2: Developing Customer Relations 2.4 Monitoring and Evaluating Customer.
© Boardworks Ltd of Break-Even Analysis Unit 3: Investigating Financial Control 3.2 Break-Even Analysis Unit 3: Investigating Financial Control.
Customer Service & Customer Protection in MANSELL
Marketing Principles Session 1 – Role and Function of Marketing.
Lesson Objectives To give a definition of customer satisfaction and customer service. To be able to state at least three benefits to a business of high.
© Boardworks Ltd of The Business Context in which Organizations Operate Unit 1: Business Purpose 1.2 The Business Context in which Organizations.
What is Marketing? - all of the activities involved in the planning, pricing, promoting, distributing and selling of goods and services TO SATISFY CONSUMERS’
© Boardworks Ltd of Customer Service Provision in Business Unit 2: Developing Customer Relations 2.1 Customer Service Provision in Business.
© Boardworks Ltd of 6 Introduction to Hardware.
© Boardworks Ltd of Cash Flow Forecasts – Unit 3: Investigating Financial Control 3.1 Cash Flow Forecasts Unit 3: Investigating Financial.
© Boardworks Ltd of Costs, Revenue and Profit for Business Organizations Unit 3: Investigating Financial Control © Boardworks Ltd
What is customer service? Good customer service happens when a firm is able to consistently meet their customers' wants, expectations and needs. Excellent.
Consistent and Reliable Customer Services
© Boardworks Ltd of 6 ICT in Business. © Boardworks Ltd of 6 Learning objectives This presentation will cover: different types of ICT businesses.
© Boardworks Ltd of 19 Choosing the Appropriate Software Software This icon indicates that detailed teacher’s notes are available in the Notes Page.
1 of 10 © Boardworks Ltd 2010 Reading Reading Media Texts 2: Adverts – part 1.
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