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Ao1b Customer Service

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What is Customer Service?
Customer Service A Definition ,[object Object],[object Object],[object Object]
Initial Impressions ,[object Object],[object Object]
Customer Care ,[object Object],[object Object]
Customer Service at Work ,[object Object],[object Object]
Customer Needs ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Types ,[object Object],[object Object],[object Object],[object Object]
Communicating With Customers ,[object Object],[object Object],[object Object]
Monitoring Success of Customer Service Why is good service so important?
Major reasons for customers not staying with a business ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Success Factors ,[object Object]
Positive signs: ,[object Object],[object Object],[object Object],[object Object],[object Object]
Negative signs: ,[object Object],[object Object],[object Object],[object Object]

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Ao1b Customer Service

Editor's Notes

  1. All businesses need customers to buy their products and services so that they can make a profit. Businesses aim to look after customers by treating them well and meeting their needs.   Businesses need to recognise:   The benefits of having satisfied customers – they will come back again (repeat business/loyalty); they will tell their friends and family about the place (reputation); etc.   The costs of having dissatisfied customers – they will not return and they will tell their friends of the poor service/goods and they might then not return.