Online activity 1.2

What is good customer service?

Overview
This activity looks at the concept of service and how it can be delivered to customers.  It is a website set up by the Australian government to provide advice and support to small businesses.

Activity Description
Visit the website. Consider the following:

  1. There are six customer service skills identified.  How intangible are these (ie how easy is it to measure them)?
  2. There are four tips on face-to-face service.  Should these be standardised (eg every greeting is the same, all customers called by their first name, etc.) or should they be heterogenous?

Website
What is good customer service: https://www.business.gov.au/info/plan-and-start/start-your-business/what-is-customer-service

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