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Customer service is providing service and information to customers, before, during and after the purchase of a product.

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Introduction

Customer Service Customer service is providing service and information to customers, before, during and after the purchase of a product. There are two types of customers, internal and external. 1. An internal customer is someone who works for the company itself, and knows about the products well. When an internal customer calls or we call them to sell a product, it is very easy to handle and understand them. When they have any enquiries, it is easy to talk to them, because they know what they talking about. ...read more.

Middle

It is easier to sell to them. Also, if they are happy with our service and products, they call us more often and encourage other customers to call us. 2. When we call customers from our outbound line, we advertise our products so we need to be convincing to the customers. It is harder to promote products because sometimes customers are not ready to buy. Next is the concept of USP. Customer service must show Unique Selling Point so that customers use only our brand. ...read more.

Conclusion

TV adverts are where advertisement about the product is done in the television. The strength is that more people come to know about the product easily. TV adverts are good for any business, and more audience can be reached. The weakness is that it is very costly and expensive to the company. I would like to conclude by saying that customer service is very important for any company. It helps to build good image of the company, and with a very high quality service, more customers will be attracted to the products. This will help the business earn more income. ...read more.

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Response to the question

In summary, the report is OK. The report states different types of customer service, and how businesses may use these to attract sales via cold calling. However the student doesn't access how difficult some of these services may be to ...

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Response to the question

In summary, the report is OK. The report states different types of customer service, and how businesses may use these to attract sales via cold calling. However the student doesn't access how difficult some of these services may be to attract sales. In addition, the report does lack detail regrading how customer servers can be used to 'retain customers' (create loyal customers) by providing outstanding customer service. The student understands the difference between an 'internal customer' and an 'external customer'. In addition the student understands the difference between an 'in-bound customer' and an 'outbound' customer'. Although I would advise, writing how difficult it can be to use outbound customer services (as this is where you are trying to sell the product to the customer via telephone/e-mail). This is quite difficult, and the student could state how businesses overcome this challenge. In addition, further below the report it states that the business uses cold calling. However the student doesn't access how effective this method is. From my own knowledge, this method is becoming increasing ineffective as a way of selling a product/service via phone.

Level of analysis

The student doesn't state the reason to why customer service is needed to allow customers to purchase an product/service. The report could include 'The business will need to provide outstanding customer service, to allow customers to have all the necessary information to ensure that the customer can make an informed decision. Customers require to have all the information required, to make an 'informed decision', and this is when customers feel that there can trust the business'.

Quality of writing

The report states the term 'USP', this is explained slightly within the report. However this is a little unclear. The student needs to ensure that all technical terms are explained clearly, to allow the exmainer to understand with ease.


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Reviewed by danielbeal 04/04/2012

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