Customer service is providing service and information to customers, before, during and after the purchase of a product.
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.
- 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.
- An external customer is someone who does not know much about the company or the products. We need to provide them a lot of information and inform them about all the features and benefits of purchasing a product. We need to work harder and make them aware of our best products.
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Peer Reviews
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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.
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'.
Response to 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.
