Chapter 1: what is good customer service

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Cost of Losing a Customer

1. Out of pocket money lost 2. Loss of workers/ reputation 3. Bankrupt

Five needs of every customer

1. Service 2. Price 3. Quality 4.action 5. Appreciation

Internal customer

An employee of your company to whom you provide information or services

customer service

Anything we do for the customer that enhances the customer experience

How are polices for the customer changing

Being more up to date; tech

Firmographic information

Characteristics about a company such as how many employees they have; the kind of business they are in; whether they are in retail, wholesale, or a service provider; their hours of operation; and so on.

Demographic information

Information used to identify an individual, such as name, address, gender, age, and other information linked to a specific person

Why is good customer service rare

Money and taking action

How can a customer service provider give the best customer service?

On-time delivery Excellent follow up

customer satisfaction

The overall feeling of contentment with interaction, you can do this by reducing stress

psychographic information

data about what members of a public think, believe, feel, and value

external customers

dealers, who buy products to sell to others, and ultimate customers (or end users), who buy products for their own personal use


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