Specification detail Explain how effective customer service includes fulfilling customer orders accurately and on-time and dealing with complaints Recognise the importance of customer satisfaction in the success of a business The importance of repeat purchase for a business
Fulfilling customer orders Rd pg. 149 PRODUCING THE RIGHT NUMB NER OF PRODUCTS AT THE RIGHT TIME REQUIRES: 1. Sufficient physical capital: having enough space and enough items to keep customers happy 2. Enough trained staff: having enough staff to get orders completed on time and keep customers satisfied. 3. Capital: having enough cash to pay suppliers or sudden expenses. 4. Effective management: having members of staff working in a co-ordinated way.
Importance of customer satisfaction and repeat purchase Scenario 1: How much did ‘Sneaky Shoes Ltd.’ make? James, aged 32, comes to your store and is served by Aimee who is happy and motivated to help James get the perfect pair of running shoes for £50. James then tells 5 friends who all visit the store and then take their children (total 6 children) to the store. James then comes back 6 months later and buys another pair. He continues to do this until he gives up running at age 62. Scenario 2: How much did ‘Sneaky Shoes Ltd.’ make? James, aged 32, comes to your store and is served by Aimee who does not look him in the eye or look at all interested in James. James does not notice but months later has no memory of the transaction and buys his next pair of shoes from a competitor.