1. Intro to customer service

Question 1

Who defines customer service?

Answer 1

1. Oxford Dictionary
2. Zeithaml and Bitner

Question 2

How does Oxford Dictionary define customer service?

Answer 2

In terms of the assistance and advice provided by a company to those people who buy or use it’s products or services

Question 3

How does Zeithaml and Bitner define customer service?

Answer 3

“the service provided in support of a company’s core products”

Question 4

What are touch points?

Answer 4

Times when a customer comes into contact with the company

Question 5

When does customer service take place?

Answer 5

Before, during and after the purchase of product or service.

Question 6

The methods in which you can provide customer service are; (5)

Answer 6

1. Face to face
2. Email
3. Letter
4. Telephone
5. Mobile technology

Question 7

What is a high touch level of customer service?

Answer 7

Where time is devoted to provide high quality customer service

Question 8

What is a low touch level of customer service?

Answer 8

Where little or no service is provided to the customer

Question 9

What is meant by the transparency of customer service?

Answer 9

This is whether or not the customer can see the workings of the customer service process

Question 10

Who is responsible for customer service?

Answer 10

1.Everyone within the company
2. Customers do not form quality of CS based on interaction with 1 person
3. Combined view based on contact w everyone & everything, i.e touchpoints