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Good customer services

Study how customer service supports satisfaction, loyalty, revenue and profitability.

Objectives

Flashcards

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90 min

Study time

AqaGcseBusinessBusiness operations

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Quick active recall practice

Quick multiple-choice practice

Mixed practice and exam-style prompts

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Syllabus checklist

5 objective pages available

Customer service methods and impacts4 objectives

Explain methods of good customer service, including product knowledge, customer engagement and after-sales services.
Explain benefits of good customer service, including customer satisfaction, loyalty, increased spend and profitability.
Explain dangers of poor customer service, including dissatisfied customers, poor word of mouth and reduced revenue.
Analyse techniques businesses use to provide good customer service.

Customer service and ICT1 objectives

Explain how advances in ICT have allowed customer services to develop through websites, e-commerce and social media.

After‑sales serviceProfitabilityWord of mouthCustomer loyalty programmeCustomer Relationship Management (CRM)

Structure your short answer: Plan a brief outline before writing: state the main point, give two supporting examples, and finish with a concise conclusion.
Answering short answer questions efficiently: Plan your answer in 1‑2 minutes, use bullet points, and include at least one key term.

Misunderstanding product knowledge: Product knowledge also includes understanding customer needs, how the product solves problems, and how to communicate benefits effectively.
Confusing revenue with profit: Profit is revenue minus all costs; if costs rise with sales, profit may stay flat or fall.

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