Customer #1+#2+#3 Flashcards
customer service
anything we do for the customer that enhances (förbättrar) the customer experience
customer satisfaction
the customer’s overall feeling of contentment (belåtenhet) with a customer interaction
external customers
the customers we do business with outside our organization
internal customers
the people we work with throughout out organization
customer attributes (kännetecken)
characteristics that allow customers to be categorized according to demographic, psychographic, or information
demographic information
characteristics like age, income, material, status, education, stage in the family life cycle, home ownership, sex ZIP code, occupation, household size, mobility patterns, ethnic background, and religion
psychographic information
lifestyles, modes of living, needs, notices, attitudes, reference groups, culture, social class, family influences, hobbies, political affiliation, and so on
firmographic information
characteristics about a company such as how many employees they have; the kind of business they are in; whether they are retail, wholesale, or a service provider; their hours of operation; and son on
perception
the way that we see something based on our experience
expectations
our personal vision of the result that will come from our experience
primary expectations
the customer’s most basic requirements of an interaction
secondary expectations
expectations based on our precious experiences that are enhancements to our primary expectations
scope of influence
our ability to influence others based on our perceptions or experiences
reputation management
the process of identifying how a company is perceived and establishing an action plan to correct, maintain, or enhance the company’s reputation
credibility
made up of the combination of our current knowledge, reputation, and professionalism
values
a combination of our beliefs, perceptions, and ideas about the appropriate response to a situation
ethics
a set of principles that govern the conduct of an individual or group
problem solving
an active resolution to a challenging situation
conflict
a hostile encounter that occurs as a result of opposing needs, wishes, or ideas
brainstorming
a problem-solving strategy that can be used by groups of two or more
flowcharts
a diagramming approach to problem solving that charts each step of a process to assist in determining why a problem is occurring
organizational charts
a method of illustrating the hierarchy of a company by illustrating who reports to whom
mind mapping
a creative approach to diagraming a problem in which a problem is recorded on paper and possible solutions branch out from the original problem
negotiation (förhandling)
the evaluation of the possible solutions to a challenge and the selection of the solution that is mutually beneficial
follow-up
checking back to determine whether or not a situation is operating according to the initial plan
List five needs of any customer:
- service
- price
- quality
- action
- appreciation (uppskattning)
List four costs of losing a customer:
- lose current dollars
- lose jobs
- lose of reputation
- loss of future business
List any six out of ten barriers to excellent customer service:
- laziness
- poor communication skills
- poor time management
- attitude
- moodiness
- lack of adequate training
List any five out of eight keys to creditability:
- practice consistency
- keep your word
- develop your expertise
- become a teammate with your coworkers
- show your dedication to customers
List five professional approaches to apologizing and conveying bad news:
- acknowledge customers’ feelings
- express to the customer that you share the responsibility for the problem
- convey sincerity
- ask for the opportunity to correct the problem
- request the opportunity to continue doing business in the future
