BusinessStudies.net - GCSE Revision for AQA Business Studies

3.4b Good Customer Service

Technology and Customer Service

Improvements in technology provide greater opportunities to develop customer service.

Social Media icons

Social Media, Email, Live Chat

Customer enquires can be addressed via social media, email, and live chat.

Social Media icons

Apps and Websites

Orders can be placed and product information, such as FAQs; tutorials; instructions; policies; and support forums, can be accessed 24 hours a day — even when no staff are working!

Advantages to the business
Disadvantages to the business

Customer Loyalty

Customer loyalty refers to a preference by customers towards a particular business or brand, resulting in repeat purchases; positive word-of-mouth; and makes them less likely to use a competitor instead. It is much easier to sell to an existing customer than to gain a new one.

How can a Business Generate Loyalty?

How can a business generate loyalty from its customers?

Loyalty Cards

Increasing Sales by Analysing Data

Supermarkets will often talk about how they're trying to help customers. This may be true, but they are more interested in helping their business!

In addition to collecting customer data through loyalty schemes, businesses collect data from:

GCSE Business Studies revision quiz