Customer #1+#2+#3

Question 1

customer service

Answer 1

anything we do for the customer that enhances (förbättrar) the customer experience

Question 2

customer satisfaction

Answer 2

the customer’s overall feeling of contentment (belåtenhet) with a customer interaction

Question 3

external customers

Answer 3

the customers we do business with outside our organization

Question 4

internal customers

Answer 4

the people we work with throughout out organization

Question 5

customer attributes (kännetecken)

Answer 5

characteristics that allow customers to be categorized according to demographic, psychographic, or information

Question 6

demographic information

Answer 6

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

Question 7

psychographic information

Answer 7

lifestyles, modes of living, needs, notices, attitudes, reference groups, culture, social class, family influences, hobbies, political affiliation, and so on

Question 8

firmographic information

Answer 8

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

Question 9

perception

Answer 9

the way that we see something based on our experience

Question 10

expectations

Answer 10

our personal vision of the result that will come from our experience

Question 11

primary expectations

Answer 11

the customer’s most basic requirements of an interaction

Question 12

secondary expectations

Answer 12

expectations based on our precious experiences that are enhancements to our primary expectations

Question 13

scope of influence

Answer 13

our ability to influence others based on our perceptions or experiences

Question 14

reputation management

Answer 14

the process of identifying how a company is perceived and establishing an action plan to correct, maintain, or enhance the company’s reputation

Question 15

credibility

Answer 15

made up of the combination of our current knowledge, reputation, and professionalism

Question 16

values

Answer 16

a combination of our beliefs, perceptions, and ideas about the appropriate response to a situation

Question 17

ethics

Answer 17

a set of principles that govern the conduct of an individual or group

Question 18

problem solving

Answer 18

an active resolution to a challenging situation

Question 19

conflict

Answer 19

a hostile encounter that occurs as a result of opposing needs, wishes, or ideas

Question 20

brainstorming

Answer 20

a problem-solving strategy that can be used by groups of two or more

Question 21

flowcharts

Answer 21

a diagramming approach to problem solving that charts each step of a process to assist in determining why a problem is occurring

Question 22

organizational charts

Answer 22

a method of illustrating the hierarchy of a company by illustrating who reports to whom

Question 23

mind mapping

Answer 23

a creative approach to diagraming a problem in which a problem is recorded on paper and possible solutions branch out from the original problem

Question 24

negotiation (förhandling)

Answer 24

the evaluation of the possible solutions to a challenge and the selection of the solution that is mutually beneficial

Question 25

follow-up

Answer 25

checking back to determine whether or not a situation is operating according to the initial plan

Question 26

List five needs of any customer:

Answer 26

• service
• price
• quality
• action
• appreciation (uppskattning)

Question 27

List four costs of losing a customer:

Answer 27

• lose current dollars
• lose jobs
• lose of reputation
• loss of future business

Question 28

List any six out of ten barriers to excellent customer service:

Answer 28

• laziness
• poor communication skills
• poor time management
• attitude
• moodiness
• lack of adequate training

Question 29

List any five out of eight keys to creditability:

Answer 29

• practice consistency
• keep your word
• develop your expertise
• become a teammate with your coworkers
• show your dedication to customers

Question 30

List five professional approaches to apologizing and conveying bad news:

Answer 30

• 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