Customer Service Methods and Impacts — AQA Business 8132 | GradeGen
AQA GCSE Business · 8132
Customer Service Methods and Impacts
What you need to know
Understand the fundamental stages of the sales process and the overarching importance of providing high-quality customer service.
Analyse the specific techniques businesses use to provide good customer service, including ensuring deep product knowledge, positive customer engagement, and comprehensive post-sales services (e.g., user training, help lines, and servicing).
Evaluate the tangible benefits of delivering excellent customer service, such as significant increases in customer satisfaction, brand loyalty, increased customer spend, and overall profitability.
Assess the severe dangers associated with poor customer service, including a rise in dissatisfied customers, a damaged reputation via negative word of mouth, and a subsequent reduction in revenue.
Explain how continuous advances in Information and Communication Technology (ICT) have facilitated the modern development of customer services, specifically through the use of websites, e-commerce platforms, and social media channels.
