M4 Business Studies

Customer Service

Customer Service

What is customer service?

Customer service is the series of activities that attempt to improve customer satisfaction before, during and after the sale of a product or service.

Customer Service

Some examples of customer service: Returning damaged goods. Helping a customer book a flight. Ordering a new mobile phone battery for

a customer. Explaining to a customer why food they

have ordered is taking a long time. Dealing with a customer complaint.

Customer Service

Why is customer service important? Helps to sell your product or service. Good customer service will make

customers want to return. A happy customer will tell 2-3 people

about the experience, but an unhappy customer will tell 8-9 about the complaint.

Good Customer Service

What is good customer service? Be friendly Can you give me some more examples?

Good Customer Service

Be friendly, approachable and polite. Listen to your customers. Deal with complaints quickly. Always answer your phone or emails. Always thank your customer. Ensure your staff are happy and well

trained. Good body language.

Body language

Body language is very important to the customer.

Are the staff smiling, do they greet you and do they make eye contact?

Are the staff open and friendly? Or do they look grumpy, slump in the

corner and ignore you? Do they chew gum and sigh all the

time?

Bad Customer Service

What is bad customer service? Being rude Can you give me some more examples?

Bad Customer Service

Ignoring your customer. Chatting with friends. Using your phone.

Being rude. Clueless staff. Managers that don’t speak with

customers. Staff that are difficult to find or contact.

Task 1

Think about your experience as a customer.

In groups can you work together and think of 1 example of good customer service and 1 example of bad customer service that you have experienced.

Add your experiences to the website. Don’t forget to add the names of the people in your group!

Task 2

Time for something a little different…

You are to work in your groups and present a role play to the rest of the class.

Imagine you are running a business and a customer has a problem.

Task 2

You are to create 2 role plays. The first should give examples of bad

customer service, what not to do. The second should give examples of

good customer service, showing how the staff should have dealt with the complaint.

Task 2

Think about: Who is the business? What is the customer complaint? What examples of bad customer service

will you use? What examples of good customer service

will you use? Remember, use the same business and

complaint for your good and bad examples!