Customer Service

Question 1

Core service

Answer 1

The products or services that you offer your customers. Core service is your reason for being in business.

Question 2

External customer

Answer 2

The person from outside the business who comes to the business to buy the products or services offered.

Question 3

Focus group

Answer 3

A small group of customers gathered together with a trained moderator to discuss a particular issue.

Question 4

Internal customer

Answer 4

Anyone inside the organization who depends on you in order to get their job done.

Question 5

Moments of truth

Answer 5

Brief opportunities that occur during a customer encounter when you have a chance to leave a lasting impression with that customer.

Question 6

Upselling

Answer 6

Upgrading or converting the client to a more expensive or inclusive version of a product or service, for example, an outside rather than an inside cruise stateroom.

Question 7

Value-added service

Answer 7

Service that exceeds the expectations of your customer and enhances the perceived value of doing business with you or the company you represent.