Unit 20 - Deliver a service to customers

Identify the benefits of good customer service to the business.

• Customers who did not enjoy their experience, will recommend the business to friends.
• Customers who enjoy their experience, will spend more money.
• The business will not expand.
• The business will get bad reviews.

Which is a way to gain customer satisfaction?

• Confidence in service
• Not dealing with problems
• Slow service
• Long queues

Which is not a way to provide consistent and reliable service?

• Product knowledge
• Dealing with problems
• Long waiting time
• Short waiting time

We're doing everything to ____________________ our customers' expectations.

• excess
• exit
• exceed
• access

Usually it's easier to _________________________ an existing customer than to gain a new one.

• stick
• keep
• hold
• leave

For most businesses, the most profitable customers tend to be...

• Local customers
• Loyal customers
• Business customers
• New Custoemrs

A customer service problem happens when

• A customer asks for the manager
• serving the customers becomes unprofitable
• customer complaint is ignored
• customer service does not meet expectations

A key benefit from offering good customer service is

• Lower costs
• Repeat business
• Reduced tax
• less customers

Why is Great Customer Service Important?

• The customer is happy.
• You experience less grief from the costumer
• Stress levels are down.
• All of them

What is After-sales service?

• Up selling products
• Meeting of customer’s needs after they have purchased a product 
• enticing customers to purchase more products from your business
• Getting feedback on products/services