Customer Service Chapter 2

How can companies regain satisfaction among dissatisfied customers?

1. Find out the reason for his dissatisfaction 2. If the reason is because of your company's fault: - Contact the customer and show him that you care - try to find out what will satisfy him - Give him more than that - work on correcting your company's fault in general 3. If the reason is an external issue, try to explain to the customer the whole situation and offer him something that will proof your involvement 4. Remember that if you can re-win his satisfaction you will get his loyalty for free.

What is the difference between benefits and features?

Benefits are advantages a customer gains fro, using a product or service. Features are characteristics of a product or service.

Identify poor performance of errors made by employees in each department that can decrease external customer satisfaction.

Customer Service -Being rude or not approaching the customer a certain way. Shipping -Being late on the package delivery, or sending the wrong item. Order Entry- Putting in the wrong information that the customer gives you. Information Technology-Not having the correct information on the customer.

Why is it important for companies to identify their main customers? Give at least three reasons

It is important because they can identify their prospects, analyze buying purchases, and advertise and market items to target certain customers.

List at least two methods companies use to determine their customer's needs and wants.

Meetings with top customers and surveys.

List five organizations or groups, other than online and traditional retail stores, for which you are an external customer.

Restaurant, Hospital, Landscaping, Hair Salon, Nail Salon.

From an analysis of its database information, a social networking company has discovered that one of its fastest-growing segments of users is the 40-60 age group. How can the company use this information to gain more users?

The company could find many things that would track down and help bring in more of that age group by advertising them a certain way.

Explain the difference between external and internal customers and give one example of each.

The difference between external and internal customer is that external buy a businesses items and internal rely within an organization. An example of an external is someone who buys a sweater at a store. And an internal customer create new services.

Why do customers make purchases?

The product or service will make them b=feel good or because it will help them solve a problem.

In addition to census data and other online resources or books, where could companies obtain demographic information about customers?

They could also obtain information about customers by identifying their expectations by asking questions and getting to know about them.

From the customer's point of view, what are some ways technology can be misused?

When things go bad and there is a data breach at a major retailer, hospital, or government agency by which millions of people are affected by the sharing of personal information, people are disenfranchised by the use of technology.

benefits

advantages a customer gains from using a product or service

service level agreements

an agreement that specifies the services expected of each department in a company and the time frames in which they are to be provided

features

characteristics of a product or service, such as color, size, type of material, weight, speed and power

demographics

customer characteristics such as age, gender, ethnic group, income level, family size, occupation, and educational level

focus groups

joint interviews with top customers for the purpose of gathering information about how a particular product or service can be improved, whether a new type of service will be useful, and other information

prospects

people who fit the description of existing customers but are not being served currently

internal customers

people within an organization who rely on one another for the information and recourses they need to perform their jobs

dynamic pricing

strategy in which prices fluctuate based on such factors as customer desire

List a benefit of the following product or service features.

teeth-straitening braces: Straighter teeth are easier to clean which reduces the risk of tooth decay/gum disease. online banking: Online banking helps you save time and money when paying bills. antilock brakes: These breaks help drivers retain steering control by preventing wheels from locking up during an episode of heavy braking child-resistant medicine bottle caps: Reduces the risk of children ingesting dangerous items. free yearly maintenance checks for a car engine: Free!!! aluminum backpack frame: They're a lot cooler than many internal frame packs because there's more air space your back and the back of the pack. all natural cleaner: Purer environment

external customers

the people who buy a company's products or services