AQA GCSE Business complete lesson: 3.3.4 Good customer services

This is a complete lesson written by Sarah Hilton for Revisionstation and it covers the following topics:

Methods of good service:
product knowledge
customer engagement (creating a
positive experience for the customer)
post sales services (e.g. user training, help lines, servicing)
Benefits of good customer service, including:
increase in customer satisfaction
customer loyalty
increased spend
profitability
Dangers of poor customer service, including:
dissatisfied customers
poor reputation via word of mouth
reduction in revenue
The ways in which advances in ICT have allowed customer services to develop:
websites
e-commerce
social media