10 Questions
What is the primary reason why customer service is critical to an organisation's success?
It directly impacts the sales by increasing revenue and growth
What is the primary benefit of reducing customer attrition?
Lower cost of customer acquisition
What is the term used to describe the total amount earned from an individual customer over time?
Customer Lifetime Value (CLV)
What is the primary benefit of having a loyal and happy customer base?
Contribution to the organisation's long-term growth and sustainability
What is the primary reason why organisations need to spend more on marketing initiatives?
To create awareness and convince new customers of the value being offered
What is the primary factor that affects the clarity of information and explanation?
The simplicity and structure of the language
What is the primary benefit of providing transparency to customers?
It increases customer satisfaction
What is the primary way to maintain accessibility when there are no service representatives available?
Through a website or tutorials
What is the primary way to empower customers in expressing themselves?
By giving customers the power to express their voice through ratings or comments
What is the primary factor that influences the friendliness of customer service?
The nature of human communication and employee training
Study Notes
Organisational Customer Service Objectives and Customer Needs
- Organisational customer service refers to the standards and quality of service or assistance provided by an organisation to individuals or businesses who purchase its products and services.
- Four common customer service objectives are:
- Advocate for your customers
- Build customer loyalty
- Effectively resolve customer complaints
- Improve customer satisfaction
Principles of Customer Service
- Customer service is critical to an organisation's success.
- The six key impacts of excellence in customer service on an organisation's growth and success are:
- Happy customers lead to higher revenue and growth due to increased purchasing.
- Satisfied customers better the brand value and reputation of an organisation.
- Good customer service results in more loyal customers, lowering the cost of customer attrition.
- Reducing customer attrition enhances Customer Lifetime Value (CLV).
- Happy customers decrease marketing spending for new customers.
- A growing loyal customer base contributes to an organisation's long-term growth and sustainability.
Identifying Customer Needs
- Customer needs can be physical or psychological.
- Customer needs can be identified through:
- Consultation with current and prospective customers
- Measurable metrics, such as CSAT Score, Net Promoter Score (NPS), and Customer Effort Score (CES)
Learn about the standards and quality of service provided by organisations to individuals or businesses, including customer service objectives and customer needs. Identify how to build customer loyalty, resolve customer complaints, and improve customer satisfaction.
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