Customer Satisfaction And Motivation Flashcards
What is customer service?
The service given by a business to its customers and the extent in which the business goes to satisfy that customers needs and desires
What are the benefits of having a motivated workforce?
Work gets done more efficiently
Work gets done correctly
More money is made
Higher level of customer service - more reputation
What are the drawbacks of having an unmotivated workforce?
Work won’t get done efficiently
Workers become lazy
Less money is made
State the 5 needs in Maslow’s hierarchy pyramid of needs…
Self actualisation - learning more about yourself
Esteem needs - achievements must be recognised
Social needs - employees want to feel part of a team
Safety needs - employees need to feel safe within their job (job security)
Physiological needs - basic needs
What is a commodity?
A product that is sold on the basis of price rather than brand qualities. There’s no difference in price irrespective of where you buy it from
What is a shortage?
When the demand for a good or service is greater than the supply
What is a surplus?
When the supply of a product or service is greater than the demand
