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Study Notes

Benefits of Good Customer Service

AQA, Edexcel, OCR, IB

Successful businesses tend to provide a high level of customer service which results in high customer satisfaction.

The potential benefits to the firm from providing a consistently high level of customer service include:

Increased sales – more likely to try out other products/services too

Customer loyalty –more likely to be a source of repeat business and to recommend the business to friends and family

Enhanced public image – helps build a brand and provides protection if there is a slip-up in customer service

More effective workforce – satisfied customers help create a positive working environment

It should be evident from the points made above that the benefits of good customer service are interrelated, i.e.

Satisfied customers will lead to more sales from their own repeat business and from the new customers generated by their recommendations

A positive public image will generate more sales by attracting new customers

Staff who deliver good customer service receive their customers' appreciation and are further motivated to offer good customer service and so on

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