HAT1053-Audrey

Question 0

People within the organization who either require support and service or provide information, products and services to service providers: Peers, coworkers, bosses, subordinates and other areas of the organization.

Answer 0

Internal customers.

Question 1

People outside the organization who purchase or lease products and services: Vendors, suppliers, people on the telephone and others not from that organization.

Answer 1

External Customers.

Question 2

The ability of knowledgable, capable, and enthusiastic employees to deliver products and services to internal and external customers in a manner that satisfies identified and unidentified needs, resulting in a positive word-of-mouth publicity and returning business.

Answer 2

Defining customer service.

Question 3

An environment made up of and influenced by various elements of an organization; ie: Delivery systems, human resources, service, products and organizational culture.

Answer 3

Customer Service Environment

Question 4

Understanding and influencing customer behaviour throughout ongoing communication strategies in an effort to acquire, retain, and satisfy the customer.

Answer 4

Customer Relationship Management

Question 5

Company that spends energy and effort by satisfying internal and external customers by first identifying needs, establishing policies, procedures and management, and reward systems to support excellent service delivery.

Answer 5

Customer Focused Organization

Question 6

Deliverables, delivery system, service, organizational culture, human resources.

Answer 6

Five elements required for a customer focused environment