CHAP 1: Customers -service, satisfaction & loyalty Flashcards

1
Q

What is customer service?

A
  • anything a service provider does for the customer
  • that enhances the customer experiences
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
2
Q

if organization want to provide excellent customer experience….

A

it should provide excellent customer service

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q

2 things that can enhance customer service

A
  • spending money
  • taking action
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q

examples on customer service

A
  • easy return policy
  • on-time delivery
  • enthusiasm
  • showing customer you care
  • well-explained instructions
  • suggest less expensive option/way
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

Goal of excellent customer service

A

customer satisfaction

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

why customer service lead to customer satisfaction

A
  • customer service (lead to)
  • customer satisfaction (lead to)
  • customer loyalty (lead to)
  • business performance
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

excellent customer service requires

A

customer requirements be understood and known

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
8
Q

getting customer satisfaction

A
  • know requirement of customer
  • meet expectation of customer
  • deliver value to customer
  • tada customer satisfaction
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
9
Q

customer satisfaction is generally defined as

A

customer’s fulfillment in response to a consumption experience, or some part of it

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

Customer satisfaction lead to…

A

customer loyalty

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

2 major approaches to defining & measure loyalty

A
  • based on behavior
  • based on attitude
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
12
Q

3 elements of behavior in customer loyalty

A
  • recency of purchase
  • frequency of purchase
  • monetary value of purchase
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

attitude in customer loyalty

A
  • measured by referring to the beliefs, feelings, and purchasing intention of customers
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
14
Q

Levels of customer loyalty

A
  • True loyalty
  • Latent Loyalty
  • Spurious loyalty
  • No loyalty
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
15
Q

True loyalty

A

customers that have a high level of repeat buying & a strong relative attitude

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
16
Q

Latent Loyalty

A
  • have strong relative attitudes
  • but has little repeat buying
  • could be due to inconvenience of getting a product
17
Q

spurious loyalty

A
  • high level of repeat business
  • but not accompanied by strong attitudes.
  • due to indifference or high switching costs
18
Q

needs and requirements of customers

A
  • service
  • price
  • product quality
  • action
  • appreciation
19
Q

types of customers

A
  • internal
  • external
20
Q

internal customers

A

literally your co-workers this is so fucking dumb

21
Q

external customers

A

just normal customers