Great Service Flashcards
What is the primary goal of getting employees to give great service?
To enhance customer satisfaction and loyalty
Great service leads to repeat business and positive word-of-mouth.
List three key elements that contribute to great service.
- Employee training
- Employee motivation
- Effective communication
True or False: Employee training is not necessary for providing great service.
False
Training equips employees with the necessary skills and knowledge.
Fill in the blank: _______ is essential for motivating employees to provide great service.
[Employee recognition and rewards]
What role does effective communication play in great service?
It ensures that employees understand customer needs and expectations
Clear communication fosters better relationships with customers.
Identify two methods to improve employee motivation.
- Providing incentives
- Creating a positive work environment
True or False: Customer feedback is irrelevant to improving service quality.
False
Feedback is a vital tool for identifying areas for improvement.
What is a key benefit of excellent customer service?
Increased customer retention
Retained customers are more likely to make repeat purchases.
Fill in the blank: Great service can lead to _______ among customers.
[Brand loyalty]
Name one strategy for training employees to provide great service.
Role-playing customer interactions
This helps employees practice and refine their service skills.
What impact does a positive work environment have on service quality?
It boosts employee morale and productivity
Happy employees are more likely to deliver exceptional service.
List two characteristics of effective communication in service.
- Clarity
- Empathy
True or False: Only management should be involved in improving service quality.
False
All employees should be engaged in the process.
What is the relationship between employee empowerment and service quality?
Empowered employees take initiative and provide better service
Empowerment leads to greater job satisfaction and customer care.
Fill in the blank: Providing _______ to employees can significantly enhance service delivery.
[Ongoing training]
Identify a consequence of poor customer service.
Loss of customers
Negative experiences can drive customers to competitors.
