Impact of ICT on Customer Service

1. Impact of ICT on Customer Service

2. Learning Objectives You will learn: • How ICT can help improve customer service • About how ICT has enabled e-commerce and helped globalisation

3. AO2 Explain ways in which ICT can improve customer service and the effect on customers and businesses Impact of ICT on Customer Service Customer Service = ???? Providing services to customers before, during and after purchase to standards that meet their expectations. The internet has had a major impact on Customer Service. You need to be able to say how customers and businesses have been affected. Show video about Big Data Read page 86 which has the benefits in order of significance to customers/businesses then do activity 1.

4. AO2 Explain ways in which ICT can improve customer service and the effect on customers and businesses

5. AO1 Define e-commerce AO3: Examine the benefits and drawbacks for a small business of the internet opening up global markets E-commerce = the buying and selling of goods and services over the internet. • This is often cheaper and quicker to set up, though may not be suitable for perishables • Global markets are easily accessible ie more potential customers, but delivery delays • Can source cheaper suppliers eg from China, but will transport costs negate these savings? (Trunki has stopped production in China for UK market due to very long lead times- radio and TV interview ). • Read page 87 and do activities 2&3.

6. Learning Objectives You should be able to: AO2 Explain ways in which ICT can improve customer service and the effect on customers and businesses AO1 Define e-commerce AO3: Examine the benefits and drawbacks for a small business of the internet opening up global markets