Knowing the customer

Question 1

Three distinguishing features of a good business?

Answer 1

• The Smiles
• The Prompt, personal attention
• The unhurried efficiency

Question 2

What’s the most positive body language?

Answer 2

A smile

Question 3

Prompt, personal attention

Answer 3

Customers like to know that you see them and care about their needs.

Question 4

Unhurried efficiency

Answer 4

Implies the way a good service provider goes about his work that tells the customer that he knows what he is going. It implies competence, which comprises knowledge of the product, and knowledge of the company

Question 5

Who is the customer?

Answer 5

the customer is defined as “someone who depends on the timeless, quality and accuracy of someone else’s work.

Question 6

Two categories of customers are?

Answer 6

Internal- a group of people you may serve within the organization

External- a group of people who come to your organization for some service or product

Question 7

8 fundamental needs of a customer are?

Answer 7

The need to feel welcome
The need to feel important  The need to be understood
The need for comfort  The need to be recognized
The need to receive help or assistance
The need for timely service
The need to be appreciated

Question 8

Customers bill of rights are?

Answer 8

• The customer is always right even though he may be wrong
• The customer has a right to receive fair treatment in dealing with service providers
• The customer has the right to complain about shoddy treatment and shoddy goods

-The customer has the right to receive basic dignity, respect and personal identity  The customer has the right to be consulted when there is going to be a delay in the delivery
of service

• The customer has the right to expect assistance and help during the service delivery process
• The customer has the right to expect a resolution to his complaints and to leave satisfied with the outcome
• The customer has the right to expect a trusting and caring relationship with the service
  providers