| What is customer satisfaction? | provision of service before, during + after purchase |
| how to businesses ensure customer satisfaction? | provide quality product train employees recruit experienced candidates customer care policy customer complaints procedure having an faq offering an after-sales service |
| what is customer care policy | document outlining terms of service that will be offered |
| give 3 examples of an after sales service | warranty
installation
advice |
| what other terms also mean the same as customer satisfaction | customer care
customer service |
| how do organisations know customers are satisfied? | they fill in surveys business reads comments/suggestions customers engage with social media if customer numbers go up or down focus groups |
| name three ways customers could fill in surveys | online
in store
via telephone |
| describe a focus group | when group of customers are gathered as organisations seek their opinion on products/services |
| what are the benefits of satisfying customers? | increased sales / profit customer loyalty new customers improved reputation higher prices can be charged less customer complaints organisation may win awards |
| what is customer loyalty | customers return to organisation |
| what does acquiring 1 new customer cost the same as | retaining 5 existing customers |
| if you are asked 'what is the importance of customer service' what are you being asked for? | benefits of customer service |
