Principles of quality customer service

Question 1

This statement was said by whom?

A customer is the most important visitor on our premises. He is
not dependent on us. We are dependent on him. He is not an
interruption of our work. He is the purpose of it. He is not an
outsider in our business. He is part of it. We are not doing us a
favour by giving us an opportunity to do so.

Answer 1

Mahatma Gandhi

Question 2

The ideal service representative is?

Answer 2

• Functions at a consistently high level
• Self control
• A good work ethic
• Compassionate
• Caring
• Patience

Question 3

Traditional Customer Service

Answer 3

-Traditional customer service is aimed at meeting
customer expectations. This is no longer good
enough.

-

Question 4

Qualities of a company with a weak passion for service are?

Answer 4

• People here think about pressure, space and hostility
• Our typical approach to the customer is that he or
  she is guilty until proven innocent’
• Our excessive, inflexible rules and guidelines
• they are company orientated rather than a service
  orientated
• We hire the first point of contact with customers

Question 5

Qualities of a company with a strong passion for service?

Answer 5

Consistency
Reliability
Competence
Responsiveness
 Credibility
 Courtesy

Question 6

Why Customer Service Counts?

Answer 6

1. Customers and consumers have more choices.
2. Tourism business and hotels are very competitive
3. Many organizations are actively involved in getting to know the customers’ attitude and behavior.
4. Exceptional customer service spells profitability for organizations

Question 7

Bad customer service is?

Answer 7

• DISSATISFIED CUSTOMERS
• CUSTOMERS WHO DO NOT
  RETURN

-COMPLAINTS AND REFUNDS

Question 8

Good customer service is?

Answer 8

-SATISFIED CUSTOMERS

• RETURNING REGULAR AND LOYAL
  CUSTOMERS

-CUSTOMERS RECOMMENDING TO
THEIR FRIENDS AND FAMILIES

Question 9

Ways of perception?

Answer 9

• Physical attributes(size, body shape, appearance)
• Psychological characteristics (values and attributes)

-Past experience (customers carry their experiences of
good and bad)

Question 10

What is quality customer service

Answer 10

Quality Customer Service is meeting and exceeding

customer expectations every time or consistently.

Question 11

What are the benefits of quality customer service?

Answer 11

Exceeding customer expectations develop customer
loyalty, retention and create partnerships.

• Customers become unpaid part-time
  sales/marketing employees of your company