Chap 2: Challenges of customer service Flashcards
1
Q
barriers between us and excellent customer service
A
- laziness
- poor communication skills
- poor time management
- moodiness
- inability to handle stress
- inadequate staffing
2
Q
what are customer expectation?
A
a person’s vision of a result that will come from an experience
3
Q
Types of expectations
A
- primary expectations
- secondary expectations
4
Q
primary expectations
A
- customer’s most basic requirements
- like a restaurant provide food to satisfy hunger
5
Q
secondary expectations
A
- expectations based on previous experiences that are enhancements to primary expectations
- such as good food in a restaurant
6
Q
how to exceed customer expectations
A
- become familiar with customer
- ask your customer expectations
- tell your customers what they can expect
- live up to expectations
- maintain consistent
7
Q
how ACE assess service capabilities of organization
A
- service leadership
- service agility
- customer experience
- customer delight
8
Q
Service Agility
A
- responsiveness of the organisation to the changing needs of the customer
- includes customer intelligence, and customerization
9
Q
Customer Experience
A
- the sum total of the interactions that a customer has with the products, Services, people and processes of an
organisation - also includes, touch points, partnerships, and people developemt
10
Q
Customer Delight
A
- comprehensive set of lead & lag
customer indicators that enable the organisation to monitor service
performance & customer results. - include service excellence & customer results
11
Q
Methods of communication with the customer
A
- listening
- writing
- talking
- reading
- non-verbal
- voice mail
12
Q
how to leave a phone message to a customer
A
- speak clearly and slowly (who r u, company what etc)
- state reason for calling
- tell customer if they should call back or do e-mail
- leave phone number and leave name
- close with positive note like ‘hope to here from you my cutie pootie’
13
Q
things to note in emails and texts and whatevs
A
- no upper case
- proper spelling & grammar
- read thought again before pressing send
14
Q
Challenging and highly valued customers
A
- openly hostile
- dont have proper understanding of specific product or situation
- quiet and not communicative
- imply that they are doing you and your company a big favor by doing business with your company
- indecisive
- show an air of superiority
15
Q
dealing with difficult customers
A
- never argue
- listen between the lines
- appeal to sense of fair play
- tell customers what you can do
