Enhance Customer Service

Flashcards to help identify opportunities to enhance the quality of customer service.

Why do organizations seek customer input and commit to responding to the feedback?

To inform both internal and external customers of the organization’s findings from feedback collected and its response (actions taken) to the feedback.

How can an organization acknowledge feedback?

By thanking customers, sharing positive feedback with staff, and informing customers of changes made/actions taken.

How can customers be informed of changes taken by the organization?

Via posters, memos, notices in magazines or newspapers, television advertisements, email notices, texts, and social media platforms.

What types of data can be used to determine opportunities to improve products and services?

Both primary and secondary data.

What are some forms of feedback/verifiable evidence that provide valuable information?

Observation, monitoring sales, retention of staff, repeat business, new customers, meeting deadlines, productivity rates, competitor prices, and quality of work.

How can monitoring incoming calls improve customer service?

By analyzing the reasons for calls, organizations can focus on areas that need attention, such as providing extra information on their website.

How does keeping a record of returned goods benefit an organization?

It can alert an organization to problems with particular products and provide an opportunity for the recall of any faulty products.

What insights can an organization gain from tracking past and present customers?

Details such as the type and volume of purchases, the amount spent, and the frequency of purchases.

What are the benefits of tracking customers?

Targeting products and services, recommending complementary products, enticing customers to return, and engaging with customers to determine why they have lapsed.

What is one way of determining the extent of an organisation’s product or service areas of improvement?

To monitor incoming calls and to record the reason for each call.