People issues: Managing service customers

Question 1

What are the 4 customer management issues?

Answer 1

Managing customer participation
Managing customer waits
Managing uncooperative customers
Introduction to customer relationship management (CRM).

Question 2

What is customer participation?

Answer 2

The extent of effort and involvement (mental and physical), required to produce and deliver the service.

Question 3

Why are managing customer waits critical?

Answer 3

To shape first impressions and customers perceptions of experience.

Question 4

What is Customer Relationship Management?

Answer 4

The process of:
Identifying
Attracting
Differentiating
Retaining customers

Question 5

What the CRM outcomes?

Answer 5

coding (based on profitability of customers)
routing (where customers are sent - based on profitability)
targeting (with indentified offers/messages)
sharing (of customer info to other parts of the organisation)