1. Newsbytes Are you informed?... Toyota http://news.bbc.co.uk/1/hi/business/8497128.stm

2. Customer Satisfaction

3. Aims for today Understand the term ‘Customer Satisfaction’ and its importance in business Explore the concept of REPEAT PURCHASES and REFERRED trade

4. What is Customer service?

5. Customer service is... The experience that a customer gets when dealing with a business and the extent to which that experience meets customer needs and expectations

6. Customer Satisfaction

7. What the customer wants...

8. To fulfil customer orders, it is important to:

9. What implications does this statement have for businesses? ‘Cash-rich and time-poor customers do not want to be messed around’

10. The business benefits...

11. Benefits of good customer service 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

12. The risk poor service creates..

13. Customer service & satisfaction?

14. http://www.youtube.com/watch?v=9oywp2q RRyc http://www.youtube.com/watch?v=9oywp2q RRyc http://www.youtube.com/watch?v=AO14H4Z xPcw http://www.youtube.com/watch?v=AO14H4Z xPcw http://www.youtube.com/watch?v=ZDxIFQLOi V0 http://www.youtube.com/watch?v=ZDxIFQLOi V0

15. Repeat Business May businesses rely on repeat and referred business and repeat purchases. Can you think of any examples? What things may keep a customer coming back? Now answer the questions on pages 106 & 107

16. Homework – Due 1.Questions on page 106 & 107 2.Read pages 108-113 in preparation for next lesson 3.Keep up with business Issues in the news... (Knowledge is POWER!)