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Module 1

Terms in this set (12)

4 Ways to Maintain & Increase Customer Loyalty (Part A)
1. Special events,
2. Student/Old Age Pensioner (OAP) discounts
3.Quality Products/Services
4. Good policies
5 Ways to maintain & increase customer loyalty (Part B)
1. Special offers and promotions
2. Customer loyalty schemes
3. Offering additional services
5.Adequate resourcing
5. USP
How does unsatisfactory customer service affect customers?
1. Their needs are not satisfied
2. They feel let down
3. Don't feel emotionally involved with the business
4. They don't or can't involve their friends
What are the key features of unsatisfactory customer service?
1. Poor appearance of staff
2. Staff incompetence
3. Failing to address problems e.g. long queues, equipment faire, not enough staff
Key features of unsatisfactory customer service by behaviour:
1. negative body language e.g. not listening to customers
2. unsuitable language and tone e.g. not showing empathy
3. failing to respond to customers within appropriate timescale
How excellent customer service affects CUSTOMERS
1. better service
2. feel emotionally involved with the business
3. they involve their friends
4. their needs are satisfied
How excellent customer service affects a RETAIL BUSINESS
1. Building customer loyalty and confidence
2. Establishing customer need
3. Positive publicity
4. Positive word-of-mouth
The Gold Standard of Excellent Customer Service
Ritz Carlton
Rule 1 of Quality Customer Service
The customer is always right
Rule 2 of Quality Customer Service
If you think the customer is wrong, read rule number 1
Key features of excellent customer service
1. Appearance of staff
2. Staff competence
3. Commitment/Credibility in keeping promises e.g. having customer service policies
4. Offering additional services
5. Having accurate and up-to-date information
Key features of excellent customer service by BEHAVIOR
1. Body language e.g. questioning and listening techniques
2. Suitable approaches
3. Suitable language and tone
4. Responsiveness to customer (going the extra mile)
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