Developing Effective Operations: Customer Service

AQA BUSS2 Business Studies

Without discussing with anybody:

• Write down a time when you had a great customer service experience, and why it was so good

• Write down a time when you had a bad customer service experience and why

• I will shortly ask you to share some of these experiences

Measures of Customer Service:• Overall quality of product/service• Friendliness of staff• Efficiency in dealing with complaints• Speed of service delivery compared to promises made• General helpfulness of staff• Effectiveness of dealing with enquiries, especially initial ones• Extent to which feel like treated as a valued customer• The competence of staff in completing their task• The ease with which a transaction is conducted and completed• The extent to which the customer was kept informed of

developments

Meeting expectations

Find out what customers

expect

Train staff to meet these

expectations

Set up quality procedures to ensure these standards are

consistently met

Monitor Performance

Training - Example

BLASTB – BelieveL – ListenA – AcknowledgeS – SolveT - Thank

How to monitor

• Primary research e.g. KwikFit• Benchmarking• Mystery shopping

Benefits of delivering good customer service

• More sales• A USP, leading possibly to….• Justification of a higher price• General reputation• Employee Motivation• Reduced costs• Helps win contracts• Enhanced PR• Identify strengths and weaknesses and become more

efficient

What are the reasons for declining customer service at Warwick Clothing?