1. Year 10 Business Studies
Customer service

2. How to offer good customer service
Providing services to customers:
Before
During
After
they have made a purchase
These services must meet the needs of consumers and not the business

3. What is customer service?
Reliability
Convenient opening times
Appointments are kept
Promises are kept
Before
Product advice (eg ad/disad of products)
Key terms (eg buying TV)
Differences between products/prices

4. What is customer service?
During
Ensure meets customers needs
Different payment options (eg interest free)
Ensure customer able to set/use product
After
Helpline for assist with queries/set-up, etc
Offer returns/exchange/refund policy
Repair/maintenance of product

5. Benefits of good customer service?
Customers are more loyal
Leads to future sales
Less complaints from customers
Therefore less time/expense spent dealing with these
Can lead to more time marketing, etc business instead
Staff more motivated as not being complained about

6. Your task
Watch video
You are now going to take part in some customer service scenarios!
In groups of 6 you will split in 2 x 3s
One 3 will be the ‘supplier’ and the other 3 will be the customer
You are to prepare for your role and 1 person from each mini-group will ‘’perform’