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This lesson we will be learning about... Customer Services

In this lesson, we will learn about the importance of customer service, its elements, and benefits such as positive word of mouth, increased revenue, and company growth. Students will explore the significance of good customer service through examples and analysis. Homework involves comparing online and traditional shopping experiences to determine superior customer service.

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This lesson we will be learning about... Customer Services

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  1. This lesson we will be learning about...Customer Services What do we mean by customer services?

  2. NO IDEA I NEED HELP NEVER HEARD OF IT OK I CAN DO THIS WITH SUPPORT SOME GUIDANCE NEEDED NEARLY AT MY TARGET GOT IT! VERY CONFIDENTWILL HIT MY TARGET GRADE EXCEED TARGET • LEARNING OBJECTIVES • To explore the benefits of good customer service

  3. Title - Customer Satisfaction Starter Complete the following sentence in your books under the WALT objective: ‘Customer Service is the experience that a .............. gets when dealing with a ......................... and the extent to which that experience meets and exceeds customer ............ and expectations.’ Missing words – Customer, business, needs

  4. Elements of customer service Elements of Customer Service e.g. Good after sales service

  5. What are the benefits of good customer service?

  6. What are the benefits of good customer service? • Positive word of mouth • Positive PR (public relations) – PR is free advertisement • Repeat custom • Attract new customers (prospect customers) • Increase in revenue • Increase in profit • Company may grow (increase market share) .....

  7. Mini Task Select three businesses/ retailers of your choice (ones you shop with) and then identify at least five areas of good customer service that they provide

  8. Results Plus P106 – a i and aii Consider aii is worth 4 marks Check OTY

  9. Plenary Mini Quiz • Give three examples of customer service • Give 4 benefits of good customer service (excluding repeat purchases/ customers) • What are repeat customers? • What is a USP?

  10. Homework – Due 21st Jan • Identify one example of an online shop and a traditional shop in the same market. • Compare and contrast the customer experience of shopping online with traditional shopping. • Which do you think offer the best customer service and why? Justify your answer

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