1. Unit 1 Topic 1.4.5

2.  Must learn: What customer service means and the importance of customer service  Should learn: The purpose of customer service is to achieve customer satisfaction  Could learn: To evaluate the reasons why customers make repeat purchase

3. Write a definition of what you think customer service means:- Customer Service is……

8. ‘Cash-rich and time-poor customers do not want to be messed around’

11. Increased sales – more likely to try out other products/services too Customer loyalty –more likely to be a source of repeat business and to recommend the business to friends and family Enhanced public image – helps build a brand and provides protection if there is a slip-up in customer service More effective workforce – satisfied customers help create a positive working environment

18.  Write two scripts one giving an example of good customer service and one giving poor customer service.  Then evaluate the outcomes of what the customer is most likely to do after their good or bad experience of customer service.