1. Effective, on-time
delivery

2. Specification detail

 Explain how effective customer service includes
fulfilling customer orders accurately and on-time
and dealing with complaints
 Recognise the importance of customer satisfaction in
the success of a business
 The importance of repeat purchase for a business

3. Fulfilling customer orders

 Rd pg. 149
 PRODUCING THE RIGHT NUMB NER OF PRODUCTS
AT THE RIGHT TIME REQUIRES:
 1. Sufficient physical capital: having enough space and
enough items to keep customers happy
 2. Enough trained staff: having enough staff to get orders
completed on time and keep customers satisfied.
 3. Capital: having enough cash to pay suppliers or sudden
expenses.
 4. Effective management: having members of staff working
in a co-ordinated way.

4. Importance of customer
satisfaction and repeat purchase

 Scenario 1: How much did ‘Sneaky Shoes Ltd.’ make?
 James, aged 32, comes to your store and is served by Aimee
who is happy and motivated to help James get the perfect pair
of running shoes for £50.
 James then tells 5 friends who all visit the store and then take
their children (total 6 children) to the store.
 James then comes back 6 months later and buys another pair.
He continues to do this until he gives up running at age 62.
 Scenario 2: How much did ‘Sneaky Shoes Ltd.’ make?
 James, aged 32, comes to your store and is served by Aimee
who does not look him in the eye or look at all interested in
James. James does not notice but months later has no memory
of the transaction and buys his next pair of shoes from a
competitor.

5. Drought to flood: Here
