Why is it important to ALWAYS improcve or modify a product or service?
So your product or service becomes well known - This is to do with promotion and advitisment. Trying to get your products name out there. Example if more and more customers start buying it and telling friends and family about the product your name and your product will get bigger. This is called "Word Of Mouth "
Increases sales renewal rates -is basically customer coming back in the store. If business is good customers will come back into your store and buy another product that they are selling.
Catering to customer needs - This is about reputation. Bulding a good reputation get more customers and positive feedback. Also get a promotion in the business market.
So the customer stays interested in the company - They have to stay inerested so we dont lose money or the company dont go bust. A example is Nike Trainers they still sell them and make money becasuse they come up with new designs whicch stay in fashion and people come back to buty more.
To help increase sales - So w can make profit and put more money into the business, so we can invest in more supplies and put more effort into PROMOTION.
Increase in variety and choice - This is good because it keep the customer intrested in the business and make them coming back to see whats new
Gain competitive advantage over rivals - So that we can make more money than the riva. Also so that so can get more customers than them.
Hand warmers did'nt work when i got home - people that our product didn't work we often say to them to come back to the shop with the product with a recipt so we can offer a refund or exachange the products.
The Glass Around my gel candle smashed when it got too hot. We ask them if our product endangered a customers health. Then we would tell them to come back with a receipt for the product so we could offer them a refund or exchange the product. As part of making our cusomer service better.
" I bought the wrong sized gloves" When things like this occur it causes a concern because all the gloves we sell are made to fit any sized hands, as they are magic gloves. So we can only tell them to come back with a receipt to give them a refund.
"I've changed my mind about the gel candles and i want to exchange it for another or get a refund" We would firstly ask, if they have used the product before. If not then we would advise them to bring back the product with a receipt to see what we could consider next. We would also ask them what made them change their mind on the product.
"Staff selling the product were rude to me" I am very sorry on behalf of the whole company, and i would like to offer you a 15% discount on anything you will buy next from our store. I will also look into your case and try to make our customer service beter for next time you come to buy something.
"I was given the wrong change but only noticed the next day." We are very very sorry for this. We would recomend you carefully think of any other places of shops you shopped because you might have got the wrong change from there, because we have not ever had to deal with a case like this, but baising on our policy we cannot give you a refund as you noticed a day after. We are sorry for this.
Hand warmers did'nt work when i got home - people that our product didn't work we often say to them to come back to the shop with the product with a recipt so we can offer a refund or exachange the products.
The Glass Around my gel candle smashed when it got too hot. We ask them if our product endangered a customers health. Then we would tell them to come back with a receipt for the product so we could offer them a refund or exchange the product. As part of making our cusomer service better.
" I bought the wrong sized gloves" When things like this occur it causes a concern because all the gloves we sell are made to fit any sized hands, as they are magic gloves. So we can only tell them to come back with a receipt to give them a refund.
"I've changed my mind about the gel candles and i want to exchange it for another or get a refund" We would firstly ask, if they have used the product before. If not then we would advise them to bring back the product with a receipt to see what we could consider next. We would also ask them what made them change their mind on the product.
"Staff selling the product were rude to me" I am very sorry on behalf of the whole company, and i would like to offer you a 15% discount on anything you will buy next from our store. I will also look into your case and try to make our customer service beter for next time you come to buy something.
"I was given the wrong change but only noticed the next day." We are very very sorry for this. We would recomend you carefully think of any other places of shops you shopped because you might have got the wrong change from there, because we have not ever had to deal with a case like this, but baising on our policy we cannot give you a refund as you noticed a day after. We are sorry for this.
Mystery Customers- Some retailers employ customers to visit their company to analyze haow the customer service is like, then after thios they can leave feedback.
Complaint Letter- This is a letter left by a cusstomers revealling the business' negative aspects. A complaint can be made by telephone, or letters. This can show the business business is developing a error in a certain area.
Compliment Letter- Is a letter to a company to thank them for providing a good service or it could be a good praise. For example if i went to young enterprise Oxford school to buy a christmas card and they treat me very nice as usual i will right a letter complimenting them on their product and the service they give me.
Staff Feedback- is when a member of staff gives feedback on how the company is doing. Normalll a member of staff pretends to be a customer and reviews the company's product and how the company is doing overall.
Also staff feedback use the comments left by customers to report to their manger on the company's work. For example when a customer goes to a sho- they can leave a note about how they were treated at the shop e.g if the customer service was good/bad then when the staff read these they can go to report to their manager to say what people think. Or when the employee reviews how another member of staff treated a customers for example if a customer came in the shop and asked for assistance and a employee ignored them.
Customer Questionnaires - A series of questions answered by the customer about the business. When customers come to your shop or location to review your product. You could give them a questionaire to fill inn. The questionaire will help you develop or to see what product people most like and whats new out there.
Customer Comment Cards - Instead of asking people questions, you can make them feel in a comment card to help them to be more honest in revealling what needs developing and what they are doing good at.
A comment card can be writen by anyone who come in the business.
Informal Customer Feedback - Is bascially when you ask a customer if everything is alright. and example of this when you have a meal and the waiter say " is everything alright", And then the customers tells the waiter his opionon or what he wants.
Customer Questionnaires - This is basically market research. design a questionair about your business or about your customers for them to fill out. When you get your questionnair back then you take what they have put and listen to what they say.
Customer Comment Cards- You will noramlly find this in a restruant. All it is, is a little card that customers write on after they have finbishe the meal say they like it or disliked it.
Volume of marketing material sent out and responses generated - This shows how well your business is doing. it show this by how many product you sold, how much money you made, and how much profit you are getting in.
No. of damaged or faulty goods returned - This is all about your product. It about weather your product is in good use. A example of this is E.g when a products keep getting sent back this bascially mean there or something wrong with the product and it shouldnt be sold, and also it mean if the customers service is keeping the product in good shape
Average order-fulfilment times - This is about the time it take for the product to get to the customers or getting back to the sales person. One example is In a fastfood restarunt people except the food to be done very fast and not delaid.
No. of contacts with a customer each month - company will messurse customers servicr weather good or bad by the number of contacts with a customers each month. This could be customers coming in to complain more than they should.
Sales renewal rates- In business, revenue or revenues is income that a company receives from its normal business activities, usually from the sale of goods and services to customers. In many countries, such as the United Kingdom, revenue is referred to as turnover.
No. of queries or complaints about your products or services - well what this is, is a way of judging if your a good business man. if you get complaints or question back it mean your business is doing bad but if you get no complaints and no question back the business is running good.
No. of complaints about your employees- This is the customers feed back. it is bascially is what the customers think about your product. E.g In a restaurant the customers can say that they dont like the food and make a complaint, or they can say that the food is good and give the waiter a tip.
