Customer Service

Customer service occurs:

• during a purchase

• before and during a purchase

• only when a purchase has been made

• before, during and after a purchase

Customer service is not just about finalising a sale, but also includes:

• building a relationship with the customer

• creating an easy and enjoyable experience

• helping a customer meet a need or want

• all of the above

A major driver of where people choose to do business is:

• the customer service provided

• the products sold

• the price

• the business' brand image

A business' ability to turn customers into repeat buyers and prevent them from switching to a competitor is called ________________

More than 50% of customers are willing to pay more for a product or service when the business offers exceptional customer service:

• True

• False

Customer journey mapping refers to:

• analysing the customer's journey from their home to the store

• creating a visual story of the customer's interactions with a brand

• observing the customer's journey when they are in the store

It is not worth investing in customer service training for employees when it is cheaper to acquire a new customer than try to keep an existing customer.

• True

• False

A condition or circumstance that puts a business in a favourable or superior business position is referred to as a ____________________________

Which statement about customer service is NOT correct:

• Excellent customer service results in lower expenses and lower profits.

• Excellent customer service is a powerful form of marketing.

• Excellent customer service results in more successful attainment of profit goals.

• Excellent customer service leads to more customer referrals.

Your customer service team is your connection to your _____________ and this team has the responsibility of representing your brand to them.