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Customer Service
State Test Review
| Question | Answer |
|---|---|
| Market Concept | Focuses on the Customer |
| Explicit Needs | The need that the customer openly tells you about |
| Components of a Hiring Plan | Determine the Needs of the Company Identifies qualities of people needed Guides the employment search Outlines needed personnel |
| Personality Profile | Tool used by employers to evaluate a person’s attributes, values, life skills and employability |
| Aptitude Test | Tool used by employers to assess a person’s reasoning, thinking, performance and job success. |
| Components of the Customer Service STARS | Service Target Aptitudes Resources Satisfaction |
| Call Center | Customer service that is done in a central location where telecommunications is the major method of service. |
| Retail Sales | Customer service that is done in a location where trained sales associates assist customers. |
| Wholesale Sales | Customer service that is done as a service opportunity for distributors to work with other distributors and retailers |
| Service Industry | Customer service that is done in a specific business where an action or deed is needed to satisfy a need. |
| Mission Statement | A declaration of an organization’s core purpose and intent |
| Company Policy | A set of actions or principles that outline a business’s interaction with customers |
| Procedure | A set of step-by-step activities or behaviors that must be followed to perform a task correctly |
| Essential in creating a Win-Win Service Interaction | Build rapport with customer Discover Customer’s needs Develop trust and connect with customer Maintain the relationship and follow-up |
| Geographic Segmentation | Is based on where the customer is located and the climate |
| Psychographic Segmentation | Is based on values, attitudes, and personality of the customer |
| Demographic Segmentation | Is based on statistical characteristics of the customer |
| Behavioristic Segmentation | Is based on customer purchase behavior |
| Target Markets are identified to help advertisers do: | Develop specific marketing program to identified group Reduce costs of advertising campaigns by marketing to identified groups Focus on using advertising mediums & methods that their customers use |
| Customer Profiles | Show a company where to spend their advertising resources Identify key factors that are common to their customers Break down a pool of customers to those who would likely purchase the product or service |
| Steps for Handling Customer Complain | Assure the customer you can help & listen carefully Identify the root cause of the problem Thank the customer Restore the relationship & follow-up to make sure satisfied Fix any practice or procedure so it doesn’t occur again |
| Trait needed to provide excellent customer service | Communicate Confidently |
| Why is eye contact important? | Helps customers know you care Helps you to keep the customer as your top priority Helps customer know that you are paying attention |
| Why is Voice Inflection important? | You can emphasize the important words |
| Soft Skills used in customer service | Build Rapport Communicate Confidently Demonstrate Command of the Products Build Trust with Customer |
| Parts of the Customer Service Process | Build rapport with customers Use discover methods to understand needs Connect emotionally with customer to gain their trust |
| 3 things that must always be part of the customer service process | Positive Interactions Represent the Company Respect the Customer |
| What should you do before an interview | Prepare Dress to Impress Practice |
| What should you do during an interview | Dress for Success Shake hands confidently and with eye contact Answer all the questions directly and to the person that asked it |
| What should you NOT do in the job application process | Leave blank spaces on applications |
| The customer service industry | Is both proactive and reactive |
| Fastest growing form of communication used with customers | Social Media |
| Memo’s, or inter-office communications are utilized with which group? | Employees |
| HIPPA | 1996 Federal Law which restricts access to individuals’ private medical information |
| FERPA | 1974 Federal Law giving rights to educational records |
| An example of an internal threat | Employees who leak information, sell contacts, or lose a laptop on a business trip |
| An example of an external threat | Computer hackers trying to gain access to customer records through company databases |
| Reflections of Positive Customer Service | Return Customers Personal References Positive Online References Smiling |
| Reasons a company would want to gather data about their “customer service” | Provides measurable information To perform evaluations on service To base decisions for future service To perform employee evaluations |
| Loyalty Cycle | Identify Customers Track Spending Motivates Behavior Rewards Performance Measures Results |
| Rewarding Performance | Starbucks utilizes the MyStarbucks Card, a loyalty program, and gives members a free drink on their birthday. |
| This is expensive for a business to do | Gain a new customer |
| Net Promoter Score | Customer service measurement is meant to be a “snapshot of a company’s performance through the eyes of its customers” |
| Word of Mouth | The most effective in regard to a company’s products or services |
| Satisfaction | How well a company’s product or services met or exceeded the customers expectations |
| 3 Satisfaction Measures | Cognitive Affective Behavioral |
| Affective | The satisfaction measure that is concerned with emotions, feelings, likes and dislikes |
| Example of maximizing the Customer Experience | A theme park manages the grounds, cleanliness, garbage and lighting constantly to make sure that every customer enjoys their time in the park. |
Created by:
mrspollard