Developing Effective Operations: Customer Services Flashcards
1
Q
what is customer service?
A
identifying and satisfying customer needs and delivering a level of service that meets or exceeds customer expectations.
2
Q
what is customer expectations?
A
what people think should happen and how they think they should be treated when asking for or receiving customer service.
3
Q
what is customer satisfaction?
A
the feeling that the buyer gets when he or she is happy with the level of customer service that has been provided and the degree to which customer expectations have been met by the provider of the service.
4
Q
what 3 things are customer expectations based on?
A
- what people hear and see
- what customers read and what organisations tell them about their service
- what happens during the customer experience
- what has happened to them in previous customer service experiences
