Author: KNEC notes and Past Papers

There will always be customers who complain after completing the sale. Like customer objections, don’t view complains negatively. Rather they are often a very good way to; Obtain valuable customer feedback on products. Assess customer attitudes to company policies. Address Read More …

Defect cost by production or service failure and employee mistakes. Marketing over promises Misleading marketing Customer errors and unreasonable expenses. Customer is incorrect but makes a reasonable mistake. Dissatisfaction on use of product and its effects. Poor customer services-rudeness. Discrimination Read More …

Customer service=accountability delivery Professionals who constantly deal with customers inside or outside the company need to strive for certain qualities to help them answer customer needs. The professional qualities to be emphasized always relates to customer wants. BASIC PROFESSIONAL CUSTOMER Read More …

Attitude and appearance – a customer service representative must be congenial, presentable and approachable e.g. when communicating on phone they should be pleasant and an understandable voice be used. The concern of the customer is the top priority and the Read More …

The purpose is to create and maintain a welcoming environment and we can achieve this by; Looking good – be well groomed. Smiling Eye contact directly to the customers eyes Shaking hands – professional hand shake is expected. Being attentive Read More …

Business contacts Local business reference libraries. Your local authority; business link/chamber of commerce. Internet. UK trade for information on export markets. Forex i.e. N.S.E.

Expand your definition of services – How you define services shapes every interaction you have with your customers services should provide customers with satisfaction in essence the customers should walk away pleased at the result of transaction and not just Read More …

This refers to activity of looking after customers and helping them with complaints and problems. It involves provision of service before and after purchase. Customer care is also a third party provider that takes customers calls, answers their questions, addresses Read More …

Face to face selling. Tele marketing – Using phones to sell directly to customers. Direct mail – letters, ads, samples, fold outs are used. The media used here include; voicemail, email, fax mail and physical mail. Catalog marketing – This Read More …

Customer database – This is an organized collection of comprehensive data about individual customers or prospects including geographic, demographic, psychographic and behavioural data. Database marketing – This is the process of building and maintaining customers data for the purpose of Read More …