Customer Relations Flashcards
1
Q
What do customers want?
A
Promised work done quickly without excuses.
2
Q
How to handle complaints?
A
Respond, listen, inspect, communicate, plan, follow-up
3
Q
What are TQM themes?
A
Quality managed top-down, customer focus, process design, improvement.
4
Q
What do customers not want?
A
Excuses, defensiveness, being ignored, unclear communication.
5
Q
Why is quick response important?
A
Frustrated customers become lost customers and bad reviews.
6
Q
How do you build trust with customers?
A
Solve problems, over-deliver, admit mistakes, follow through always.
