Ryan's blog

Why is it important to always improve or modify a product or service?

- To stop it getting boring and out of fashoin. The product, such as gloves or handwarmers- we need to chage colours.
- Product life cycle-stop sales from falling. If the product such as gloves ends their product life cycle then we need to change the gloves to renew the life cycle.
- Make the product more attractive- increase customers. The better the product looks the more customers you generate.
- Stay ahead of the competition. You need to do whatever it takes to generate more sales than your competitors.

How to measure customer service.

  •Informal Customer Feedback- It's when you ask your customers what they think of the product in a informal manor as if they were your friend.•Customer Questionnaires- A series of questions which ask the customer for a review, normally tick boxes to be quick. this would apply to us because we would want a reiew on our business.•Customer Comment Cards- it is a card where customers can leave there own comments/opinions f the product or the service.•Staff Feedback- Where you ask your staff how they think the business is going.•Mystery Customer- Is when a staff member acts like a normal customer and buys your product and then feedsback to the business how was the service.Complaint letters- When a customer writes to your located business with a complaint telling you whats wrong witht he product or service and often what they will like done about this situation.  Compliment letters- When a customer writes to you making positive comments about your product or the service provide.

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How to measure customer service.

  •Informal Customer Feedback- It's when you ask your customers what they think of the product in a informal manor as if they were your friend.•Customer Questionnaires- A series of questions which ask the customer for a review, normally tick boxes to be quick. this would apply to us because we would want a reiew on our business.•Customer Comment Cards- it is a card where customers can leave there own comments/opinions f the product or the service.•Staff Feedback- Where you ask your staff how they think the business is going.•Mystery Customer- Is when a staff member acts like a normal customer and buys your product and then feedsback to the business how was the service.Complaint letters- When a customer writes to your located business with a complaint telling you whats wrong witht he product or service and often what they will like done about this situation.  Compliment letters- When a customer writes to you making positive comments about your product or the service provide.

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Possible Customer Problems/ Complaints
A) Handwarmers Didn't Work when i got home...
tell the customers to show us a proof of purchase and refund or and exchange will be available.

B) The Glass around my gel candle smashed when it got too hot...
Customers have to show proof of purchase and give them a refund or an exchange if they want. Find out how long it was burning for then we can recall the products and redevelop them again. And they need to make sure they have a contct detail.

C) I Bought the wrong size gloves...
They are magic gloves and one size fits all so nothing should be wrong with them. However, if their is a problem we will simply exchange.

D) I've changed my mind about the gel candle and want to echange it for another or get a refund...
Customer has to show proof of purchase and exchange is available. Refund ONLY IF the product is in its original packaging.

E) Staff selling your product were rude to me...
Take the staff name and tell us how they have offended you and we will take immidiate action towards it.

F) I was given the wrong change but only noticed the next day...
TOUGH LUCK !

How to measure customer service.

 

•Informal Customer Feedback- It's when you ask your customers what they think of the product in a informal manor as if they were your friend.

•Customer Questionnaires- A series of questions which ask the customer for a review, normally tick boxes to be quick. this would apply to us because we would want a reiew on our business.

•Customer Comment Cards- it is a card where customers can leave there own comments/opinions f the product or the service.

•Staff Feedback- Where you ask your staff how they think the business is going.

•Mystery Customer- Is when a staff member acts like a normal customer and buys your product and then feedsback to the business how was the service.

Complaint letters- When a customer writes to your located business with a complaint telling you whats wrong witht he product or service and often what they will like done about this situation.

  Compliment letters- When a customer writes to you making positive comments about your product or the service provide.

Customer Servicee.

Sales renewal rates- If the customers comeback, that shows us that we are ding well and are generating more money, An example is that if a customer buys our product and likes the product they will comeback.

No. of queries or complaints about your products or services- If the customer compains about our product or service then that shows us that we need to sort out the problem that they complained aout. For example, The customer complains that the gloves has a rip in in then we will either refund or swap the product.

No. of complaints about your employees- When a customer complains about our employee then we will talk to our employee and try and sort out the problem, this shows us how the employees are performing. An Example of this is that if the empliyee was rude to a customer, we will consult our employee and apoligise to the customer. > http://news.bbc.co.uk/1/hi/england/kent/2996870.stm 

No0. of damaged or faulty goods returned- The number of products that are returned because they are faulty shows us the quality of the products we are selling to the customers, if we have a substantial amount of returns we will have to try and do something about the problem.

Average order-fulfilment times-

No. of contacts with a customer each month- This is where we reply to enquiries made by customers about our business or products. For example, they make ask why did we start a business up and so we answer.

Volume of marketing material sent out and responses generated- This is where you advertise and you get customer responses from the advetisement. This will apply t because if we make an advertisement for our product we will want to know our cusomer responses so we can improve.

Time taken from order to delivery - This is the period of time taken to deliver our product to the customer. We will be selling our product on a stall So the product will get straight to the customer.

Sales renewal rates - If customers comeback or not.
No. of queries or complaints about your products or services- How many complaints you get about your products.
No. of complaints about your employees - How many complaints you recieve baecause of your employees.
No. of damaged or faulty goods returned -How many of your products have been returned because of damage or not satisfactory.
Average order-fulfilment times - Your average stock order.
No. of contacts with a customer each month - How many times you have contacted a customer each month.
Volume of marketing material sent out and responses generated- Advertising and the response to it.
Time taken from order to delivery- The time from order and delivery.

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