Learning objective
Explain dangers of poor customer service, including dissatisfied customers, poor word of mouth and reduced revenue.
Read the explanation, check the common trap, then practise with flashcards and questions.
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Topic
Good customer services
Subtopic
Customer service methods and impacts
Study support
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Quick explanation
Explain dangers of poor customer service, including dissatisfied customers, poor word of mouth and reduced revenue
- This point belongs to Good customer services, especially Customer service methods and impacts.
- You need to be able to explain dangers of poor customer service, including dissatisfied customers, poor word of mouth and reduced revenue.
- The key ideas to know are customer service.
- Use the linked flashcards and practice questions to check recall, then practise applying the idea in an exam-style answer.
Key concepts
Why it matters
This objective helps connect Customer service methods and impacts to exam-style questions, flashcards, and revision notes for Good customer services.
Quick student answer
Explain how poor customer service can lead to reduced revenue for a small online retailer.
Direct answer
Poor service causes customers to abandon purchases, reduces repeat business, and spreads negative reviews that deter new shoppers, all of which lower sales volume and revenue.
How it works
The answer identifies the causal chain: bad service → customer churn and negative reviews → fewer sales → lower revenue.
Key terms
- Word of mouth: The informal communication between customers about their experiences with a product or service, which can influence others’ purchasing decisions.
Common trap
Assuming all customers will leave after one bad experience: Most customers may tolerate one mistake if the overall experience is good; the impact depends on frequency and severity.
Related questions
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Flashcard prompts
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Revision tools
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Revision notestopic notes
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Open revision notesRelated learning objectives
- Explain methods of good customer service, including product knowledge, customer engagement and after-sales services.
Customer service methods and impacts
- Explain benefits of good customer service, including customer satisfaction, loyalty, increased spend and profitability.
Customer service methods and impacts
- Analyse techniques businesses use to provide good customer service.
Customer service methods and impacts
- Explain how advances in ICT have allowed customer services to develop through websites, e-commerce and social media.
Customer service and ICT