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HB 105 Final
Miran Kim
| Question | Answer |
|---|---|
| Balance Formula = ? | Clearly defined values + Freedom of Choice |
| 4 Benefits of Balance: | Being Present, Less Guilt, Quality of Life, More Productivity |
| 3 parts of defining customer service according to Pappas lecture: | Defect Free, Timely, Caring |
| 3 steps of service according to Pappas lecture: | Warm Welcome, Comply/anticipate, Fond Farewell |
| 4 parts of your role as a leader according to Pappas lecture: | Vision, Commitment, Focus, Energize |
| According to Raving Fans: Goods aren't sold ______ and ______ are bought. | Products and Services |
| First secret of Raving Fans = | Decide what you want |
| According to Raving Fans; Why is it so important for a company like Varley’s Department Store to make their employees happy? | Varley’s lets employees use their own initiative. If a company makes employees happy, customers become happy by good employee’s attitude toward customers. After all, customers become more loyal. |
| What are some of the services offered at Sally’s Market? | Valet Parking, List of specials, Store advisor: saves money, health, and time, Free shoe shine, Automated Billing System, Manager on the floor in every dept. |
| Difference between satisfied customers and raving fans = | Satisfied customers are not good enough now. You have to create raving fans to be successful. In order to get really loyal customers you have to create raving fans. |
| 2nd Secret of Raving Fans = | Discover what the customer wants. |
| According to Raving Fans: Why is it so important to have your own vision? | The customer’s vision only has meaning in the context of your vision. When you find out what the customers want, it will focus on one or two things, your vision has to fill in the gaps. |
| Why does “being everything to everyone” not work for great customer service? | If the service is not part of the vision, then it will not succeed. When a company greatly excels in a few areas people do not notice what is missing. |
| What services does Sally’s Market not offer? | Rug cleaning machines for rent, Fresh fish, No photo developing, Do not put your groceries in your car for you |
| Who are the customers at Bill’s manufacturing plant? | Everyone who touched the product is a customer, Computer company, Purchasing agent – buyer, Engineering dept, Production dept, Receiver at the loading dock, Accounting dept, Owner of the computer company, Quality control dept. |
| According to Raving Fans: What are the three challenges to getting the vision from the customers? | 1. Customers say one thing and mean another. 2. Customers are disappointed in your service but they do not want to go to the effort of telling you so they just say “fine”. 3. Customers are silent. |
| According to Raving Fans: What does “Don’t be a duck. Be an eagle,” mean? | Ducks quack and complain. Eagles soar above the crowd. It is a change of attitude that you need to adopt to serve raving fans. If you expect a bad day, you will get one. |
| What services are provided at Andrew’s Gas Station? | Pump your gas for you, Check under the hood/engine, Clean the windows, Check tire pressure, Litter bag for the car, Provide gift cards and coupons for more than 10 gals of gas purchased. |
| 3rd Secret of Raving Fans = | Deliver the vision plus 1%. |
| According to Raving Fans: How does consistency create credibility? | Keeping a service consistently great is important to keeping customers. Customers count on you to do what you say you will do. |
| Why is it difficult to try and change too much at once? | Take on one service at a time allows you to be consistent. You can always build toward the total vision once you are successful with one or two things. Meet expectations first, then exceed. (you don’t want to fall short.) |
| Explain how the “deliver plus one percent” works in Raving Fans: | Improve your business one percent each week or each time. Constantly set new SMALL goals for the company to surpass. If you improve 1 % each week by the end of the year you have improved more than 50%! |
| According to Raving Fans: how can you ensure consistency? | To be consistent, you have to have systems and a training program. |
| According to Raving Fans: How do you find what your customers want? | Ask them |
| What are the Charlie Awards? | Real awards given out by the authors of the book, Raving Fans, to those people and companies that they believe follow the 3 secrets to raving fans. |
| What are the 4 practices of FISH philosophy? | Play, Make their Day, Be There, Choose your Attitude |
| What is FISH philosophy? | A practice to create a positive workplace and to make individuals alert and active in the workplace. |
| What form of Customer Delight does Amazon practice? | Empty Chair |
| What form of Customer Delight does Ritz-Carlton practice? | If-then planning. Ex. If a customer has been waiting for more than 20 minutes, THEN reset their internal clock with a complimentary item from the appetizer menu or with a free drink. |
| What form of Customer Delight does Zappos practice? | Happiness Experience Form. Invests in the call center not as cost, but the opportunity to market. Their whole strategy is to create loyalty through “wow” moments and emotional connections. |
| T/F: Zappos Happiness Experience Form helped the company reach 5% on its Net Promoter Score. And 70-75% of purchases come from the company's returning customers. | |
| What form of Customer Delight does Nordstrom practice? | Use good judgment in all situations: Treating each customer as an individual, learning the customer’s likes and dislikes, and treating her as a whole person. Customer service comes from the heart. |
| Customer Delight = | Customer delight is distinct from customer satisfaction as an emotion. Occurs when a customer is pleasantly surprised in response to an unexpected product/service experience. |
| T/F: Studies show that customer delight is more likely to impact loyalty than satisfaction. | True |
| Treat the customers as if ___ were the customer. | You |
| LEAP stands for: | Listen, Empathize, Acknowledge, Pamper |
| Complainers are _____, they give you the _________ to fix their problem and keep them as a customer, instead of leaving your business. | Great, Opportunity |
| ACE Service stands for: | A: Attentive to each customer. C: Caring about their needs & problems. E: Excited about your services and products. |
| On average, satisfied customers tell ___ people about good service. | 5 |
| On average, dissatisfied customers tell ___ people about bad service. | 10 |
| The average company loses aprx. ___% of its customers every year. | 20% |
| Of customers who take their business elsewhere: ___% find cheaper products, ___% find better products, ___% leave because of poor customer service | 15% find cheaper products, 15% find better products, 65% leave because of poor customer service |
| Even if you achieve 95% customer satisfaction, you still have ___# customers out of every 1,000 walking away dissatisfied. | 50 |
| According to Mrs. Fields: Customer service doesn’t come from the manual, it comes from where? | The heart |
| The game of business is very much like the game of tennis. Those who fail to master the _______ of serving well, usually lose. | Basics |
| If children are part of the service situation, pay attention to them and make them feel ________. Ask their names, give them compliments, or give them something special. | Important |
| Always, always, _________ thank customers for their business. Tell them how much you appreciate their choosing your organization for the products and services they need. | Always |
| Treat customers as if you were the _______. | Customer |
| What are the 2 most important words? | Thank you |
| Be _________ for problems. If they were not so hard, someone with less ability might have your job! | Thankful |
| It is not the employer who pays the wages. Employers only handle the money. It’s the _______ who pays the wages. | Customer |
| Find out what customers ______! You can’t meet the customer’s _______ until you know what they are. | Need, Needs |
| Spend ___% of your time servicing new customers. Spend ___% of your time following up with existing ones. | 70%, 30% |
| What are the top 5 hospitality trends? | 1) Past experience drives hotel selection. 2) Loyalty programs = on the rise. 3) Guests request more innovative products and services. 4) Sustainability. 5) Front-line employees accelerate growth. |
| What are the 6 categories of HR practices among Forthune's best companies to work for: |
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