GCSE AQA Business 3.3.4 Good customer services (only)
GCSE AQA BUSINESS
Just one lesson - GCSE AQA Business 3.3.4 Good customer services (only)
This lesson includes:
- Teacher PowerPoint
- Student PowerPoint (to upload to a shared drive)
- Student worksheet in Word (so you can edit it)
- Worksheet in PDF (so it will behave itself in a printer)
This lesson covers:
Methods of good service:
• product knowledge
• customer engagement (creating a positive experience for the customer)
• post sales services (eg user training, help lines, servicing).
Benefits of good customer service, including:
• increase in customer satisfaction
• customer loyalty
• increased spend
• profitability.
Dangers of poor customer service, including:
• dissatisfied customers
• poor reputation via word of mouth
• reduction in revenue.
From the specification:
Students should understand the sales process. Students should be able to understand the importance of providing good service to customers and analyse the techniques businesses use to provide good customer service.
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