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Cards In This Set
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"Good service is good business" can be a company's
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Mission statement, general values statement, mottot. (all above)
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Perople or departments withing a company the rely on coleagues to provide the support they need to service their own internal and external customers are called
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Internal customers
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The frontline person in an organization who deals with customers on a day to day basis is called a/an
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Customer service reps (CSR)
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Customer contact occurs
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In person, on the phone, online (all above)
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When a CSR is optimistic, maintains a cheerful attitude, and looks for positive resolutions to problems, the characteristic is called
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A positive attitude
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A location where groups of people use telephones to provide service and support to customers is called a/an
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Call center
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Acknowledgement, name recognition, and eye contact make a personfel important and appreciated and these actions satisfy the need in all of us to
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Feel important
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The fact that customers have become the most precious of all economic resources to businesses speaks to the age of
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Customer scarcity
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The most important reason people shift from one suppliers to another is because of dissatisfaction with
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Service
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Showing lack of courtesy or attention and projecting an indifferent attitude describes what type of customers turnoffs?
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People
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Voicemail menus that are unnecessarily complicated, slow service, and poor product selection are examples of what type of customer turnoff?
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System
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What a customer wants before a transaction is referred to as
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Customer expectations
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An episode in which a customer comes in contact with any aspect of the company and has an opportunity to form an impressions is referred to as a
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Moment of truth
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Customer feedback can be gathered through
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All above
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Surveys that gather info from customers after they have completed a business transation is called a
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Post-episodic survey
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