Customer Service Flashcards
define negative good
Product that is considered a need vs a want
standards that patients and customers use to evaluate services
- reliability
- responsiveness
- assurance
- empathy
- tangibles
- fairness
- control
- options
- information
- friendliness
Reliability
Receiving the promised services dependably and accurately
Responsiveness
Receiving help and prompt service
Assurance
Knowledgeable and courteous employees who convey trust and confidence
Empathy
Caring individualized attention, appreciating customer’s circumstances
Tangibles
Appearance of physical facilities, equipment, staff, and marketing
Friendliness
Polite and courteous treatment
Fairness
Fair treatment from service providers
Control
Patients need to have an impact on the way things turn out
Options
Patients need to feel that other options are available
Information
Patients need to be educated and informed about products, policies, and procedures
What happens when customer service goes wrong?
- service failure
- service criticality
- service recovery
service failure
Failure to meet the expectations of a patient
service criticality
The magnitude of the consequences of a potential service failure
service recovery
The attempt to correct the service failure and make things right for the patient or customer
customer service recovery
Effective recovery from a service failure can potentially result in a more satisfied patient than if no service failure ever happened
4 perspectives of customer service
- Performance Evaluation
- Affect-Based Assessment
- Equity-Based Assessment
- Disconfirmation of Expectations
Performance Evaluation
Determining satisfaction with physical characteristics
Affect-Based Assessment
Emotional reaction that a patient experiences as a result of the service
Equity-Based Assessment
Patients perception of fairness in the provision of services based on their previous experiences
Disconfirmation of Expectations
Evaluating gap between expectations and perceptions
Zone of tolerance
- There is a level of service that is desired and adequate
- The zone is any level of service between desired and adequate, what you are willing to take
Emotional Labor
Process of modifying the emotions you feel or the emotions you express to meet the goals of the organization
What are the approaches for emotional labor?
- Deep acting
- Surface acting
Deep acting emotional labor
modifying the emotions you feel about the situation
Surface acting emotional labor
- putting a “mask” on to change your expression
- leads to reduced job satisfaction
What are the steps to deal with difficult customers?
- Let the customer vent
- Avoid getting trapped in a negative filter
- Express empathy to the customer
- Begin active problem solving
- Mutually agree upon the solution
- Follow-up
