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Developing Effective Operations: Customer Service

Developing Effective Operations: Customer Service. AQA BUSS2 Business Studies. Without discussing with anybody:. Write down a time when you had a great customer service experience, and why it was so good Write down a time when you had a bad customer service experience and why

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Developing Effective Operations: Customer Service

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  1. Developing Effective Operations: Customer Service AQA BUSS2 Business Studies

  2. Without discussing with anybody: • Write down a time when you had a great customer service experience, and why it was so good • Write down a time when you had a bad customer service experience and why • I will shortly ask you to share some of these experiences

  3. Measures of Customer Service: • Overall quality of product/service • Friendliness of staff • Efficiency in dealing with complaints • Speed of service delivery compared to promises made • General helpfulness of staff • Effectiveness of dealing with enquiries, especially initial ones • Extent to which feel like treated as a valued customer • The competence of staff in completing their task • The ease with which a transaction is conducted and completed • The extent to which the customer was kept informed of developments

  4. Meeting expectations

  5. Training - Example BLAST B – Believe L – Listen A – Acknowledge S – Solve T - Thank

  6. How to monitor • Primary research e.g. KwikFit • Benchmarking • Mystery shopping

  7. Benefits of delivering good customer service • More sales • A USP, leading possibly to…. • Justification of a higher price • General reputation • Employee Motivation • Reduced costs • Helps win contracts • Enhanced PR • Identify strengths and weaknesses and become more efficient

  8. What are the reasons for declining customer service at Warwick Clothing?

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