customer service |
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Stretch & challenge: Can you think of any examples of good customer service that you have experienced?
Key term
Customer service is the act of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after a sale.
Customer service is the act of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after a sale.
Task 2
Watch the video opposite and consider what leaves customers with bad customer services experiences. Stretch & challenge: Can you think of any examples of poor customer service that you have experienced?
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Examples:
Before - ensure all staff and well trained and knowledgeably about the products that they are selling
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During - Staff must be well presented, be approachable and have good communication skills
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After - The business should provide ongoing customer support and refund or replace products that do not meet requirements
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Plenary
What does Richard Branson's Virgin group do to create the kind of customer service that means customers are willing to spend more and return to the buy from Virgin time and time again? |
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