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Service Culture > Part 4: SC > Flashcards

Part 4: SC Flashcards

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1
Q

Key Components for Delivering Excellent Customer Service

A
  1. Total Customer Solution
  2. Employee Competence and Collaboration
  3. Customer Experience
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2
Q

Three Critical Components for Strategic Customer Satisfaction

A
  1. Market Segmentation
  2. Leadership
  3. Feedback and Reward System
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3
Q

Customer Service Examples that Provide Great Service

A
  1. Quick Response
  2. Know Your Customers
  3. Fix Mistakes Transparently
  4. Go the Extra Mile
  5. Think Long Term
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4
Q

The Golden Rules for Customer Service

A
  1. Empathy
  2. Respect
  3. Plan Ahead
  4. Be Human
  5. No Excuse
  6. Transparency on Social Media
  7. Hotlines
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5
Q
  • a global federation of national standards bodies from 145+ countries.
  • The mission includes promoting standardization, facilitating international exchange, and fostering cooperation in various fields.
A

International Organization for Standardization (ISO)

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6
Q

The Eight Principles of Quality

A
  • Customer focus
  • Leadership
  • Involvement of people
  • Process approach
  • System approach to management
  • Continuous improvement
  • Factual approach to decision-making
  • Mutually beneficial supplier relationships
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7
Q
  • Different customer groups have different expectations, and ____________ helps target specific customer types.
  • Competent service tailored to the needs of specific customer segments enhances overall customer satisfaction.
A

Market Segmentation

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8
Q

__________ aligns external customer satisfaction activities with internal efforts.
The corporate vision and culture set by _________ influence customer satisfaction levels.
________signals, investments in service technology, and employee empowerment impact customer satisfaction.

A

Leadership

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9
Q
  • Customer satisfaction measurement provides quantifiable insights for competitive benchmarking.
    __________helps identify gaps in the existing system and opportunities for service innovation.
  • Rewarding employees for excellent customer service reinforces the company’s commitment to customer satisfaction.
A

Feedback

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10
Q
  • Responding as quickly as possible to customer inquiries and needs is crucial for good customer service.
A

Quick Response

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11
Q
  • Personalization and getting to know customers’ wants and needs create great interactions.
    Ex. Starbucks’ “Every name’s a story” campaign demonstrates the value of recognizing and accepting customers.
A

Know Your Customers

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12
Q
  • Taking responsibility for mistakes and maintaining transparency is essential for a good reputation.
  • Ex. Amazon’s quick and empathetic resolution of a delivery issue showcases transparency and customer empathy.
A

Fix Mistakes Transparently

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13
Q
  • Going above and beyond results in happy and indebted customers.

Ex. Sainsbury’s renaming “tiger bread” to “giraffe bread” in response to a customer’s suggestion illustrates going the ______

A

Go the Extra Mile

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14
Q
  • Long-term thinking, keeping customers happy, and ensuring loyalty contribute to positive word-of-mouth marketing.
  • A satisfied customer becomes a loyal advocate, while an angry customer can have a significant negative impact.
A

Think Long Term

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15
Q
  • ________ is identified as the most crucial aspect of customer service.
  • Putting oneself in the customer’s shoes and understanding their frustration is key.
  • Hiring individuals capable of ______ is essential for a successful customer service team.
A

Empathy

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16
Q
  • Regardless of the customer’s level of anger or rudeness, treating them with ______ is fundamental.
  • The customer is the source of revenue for the company, and responding with humility and calm is crucial.
A

Respect

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17
Q

_________ and anticipating customer needs is essential for efficient customer service.

  • Providing an automatic acknowledgment with information on when the customer can expect a response is important.
  • If unable to meet the initial timeframe, informing the customer beforehand is crucial to avoid frustration.
A

Plan Ahead

18
Q
  • While there are rules and procedures to follow, responding humanly is vital.
  • In situations where strict adherence to rules is impossible, flexibility and understanding should be prioritized.
A

Be Human

19
Q
  • Customers are not interested in excuses for delays or issues.
  • Focusing on the solution and providing a clear timeframe for resolution is what matters to the customer.
A

No Excuse

20
Q

______________ involves accepting both positive and negative comments.

  • Deleting negative comments or moderating excessively sends the wrong message.
  • Customer service and social media teams should work in tandem, with customer service providing detailed and private responses.
A

Transparency on Social Media

21
Q

If offering a ______ make it free for customers providing feedback or complaints.

  • Automatic________systems should be efficient, saving the customer’s time rather than causing frustration.

_______ should not redirect customers to email solutions unless the provided solution is comprehensive.

A

Hotline

22
Q

_________ emphasizes continuous process improvement, recognizing changing customer needs and expectations

A

Total Quality Management (TQM)

23
Q

Organizations succeed by understanding and meeting current and future customer requirements and expectations.

A

Customer focus

24
Q

Success is achieved when leaders create an internal environment where employees are fully involved in unified objectives.

A

Leadership

25
Q

Success is sustained by retaining competent employees, enhancing their knowledge and skills, empowering them, encouraging engagement, and recognizing achievements.

A

Involvement of people

26
Q

Performance is enhanced when leaders manage and control processes, along with their inputs and outputs.

A

Process approach

27
Q

Organizations sustain success by managing processes as one coherent quality management system.

A

System approach to management

28
Q

Organizations maintain performance, respond to changing conditions, and identify new opportunities through an ongoing focus on improvement

A

Continuous improvement

29
Q

Success is achieved by establishing an evidence-based decision-making process, considering input from multiple sources, identifying facts, objectively analyzing data, and examining cause/effect.

A

Factual approach to decision-making

30
Q

Carefully managing relationships with suppliers and partners nurtures positive and productive involvement, support, and feedback.

A

Mutually beneficial supplier relationships

31
Q

______ is the interface between the organization and the customer, meeting customer needs through internal activities.

A

Service

32
Q
  • useful for various service roles, providing clear guidelines for delivering consistent service.
  • They can support brand consistency and offer benchmarks for performance.
A

Service Standards

33
Q
  • Excellence in service goes beyond meeting predetermined standards; it involves continuous improvement and adaptation to individual customer situations.
  • The focus should be on creating new, better, or unexpected value for customers.

__________ is not achieved solely by adhering to standards but by a commitment to continuous improvement.

A

Service Excellence

34
Q

PRINCIPLES OF TOTAL QUALITY MANAGEMENT

A
  1. Features
  2. Performance
  3. Price
  4. Reputation
  5. Service
  6. Warranty
35
Q

Involves “fitness for use,” ensuring products and services are ready for customer use at the time of sale.
Considerations include availability, reliability (freedom from failure over time), and maintainability (ease of keeping the product operable)

A
  1. Performance:
36
Q
  • Identifiable attributes of a product or service, spanning psychological, time-oriented, contractual, ethical, and technological aspects.
  • Characteristics, distinguishing the product or service, e.g., transportation as the primary function of a car.
A
  1. Features
37
Q

Intangible characteristics contribute significantly to customer satisfaction, and excellent customer service complements product quality.
Organizations committed to service continuously seek ways to improve customer perception, even in the absence of complaints.

A

3.Service

38
Q

Represents a public promise of quality products and a commitment to customer satisfaction.
Requires organizations to understand customer-defined product and service quality characteristics.
Product________ provides feedback, motivates purchases by reducing risk, and enhances loyalty through corrective actions.

A
  1. Warranty
39
Q

Customers assess a business’s products and services against competitors to determine greater value.
In a competitive environment, each customer’s concept of value continually evolves, requiring efforts to identify and update perceptions of value.

A
  1. Price
40
Q
  • Total customer satisfaction considers the entire experience with an organization, not just the product.
  • A known or trusted brand name leads to customer loyalty, and customer retention is a cost-effective strategy compared to acquiring new customers.
A
  1. Reputation

Service Culture (6 decks)

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