S3 BM (National 4/5)- Customer Service

What is customer service?

• The service a customer receives before, during and after a sale

• The service a customer receives during a sale

• The service a customer receives after a sale

What is the purpose of a customer care strategy?

• To find out the needs and wants of a customer

• To let the customer know the level of service to expect

• To ensure no faulty or low quality products reach customers

Which of the following is a direct consequence of bad customer service?

• Increased competition

• Lower quality of product or service

• Low staff morale

What is meant by customer loyalty?

• If customers receive a good quality service they are more likely to return

• If a customer receives a good quality service they are more likely to recommend the company to family and friends

• If a customer receives a good quality service they are less likely to complain

Why are satisfied customers important to a business?

• They cause an increase in sales of goods and services

• They cause a reduction in a business’s competition

• They improve a company's market research