Customer Service Chapter 1

5 Golden Rules

1. Eyes that travel to see 2. Flexible& Adaptable 3. The 3 Ps 4. Exacting Reasonable Expectations 5. Show lots of teeth

What is Total Experience ?

1. Greatest Entertainment 2. Delicious Foods 3. Fun Recreation 4. Beautiful swimming pool.

What are the characteristics of a customer focused organization?

1. The business has both internal and external customers 2. Ability to meet the customer needs with (feedback and follow-up) 3. Staff members have the opportunity to fix a situation (a customer trying to return a shovel without receipt). Staff are able to make decisions on their own 4. Staff have perks and rewards for their employees 5. Some websites or telephone messages can be very frustrating for the customer. For example if you call Rogers Cable customers are require to push one for repairs and push two for your accounts and push three internet difficulties or push four to have the messages repeat this can be very frustrating for a customer who is wanting to speak with a customer service agent. 6.CRM - Customer relationship program such as a date base like Epitome because you might be a regular customer and the organization can provide services for you immediately. Another organization that tracks your wants and needs is Amazon. com

What are the 6 components of a customer service environment?

1. The customer: Internal customer-peers co-workers, employees in other department External Customer- current or potential customer or clients. 2. Organizational culture: is what the customer experiences 3. Human resources: takes care of recruiting selecting training employees 4. Products/ deliverables: a product or deliverable may be tangible (can see the products or service Intangible: service that is provided to the customer. 5. Delivery systems: 1. Industry standards (know what the customer wants) also know what your competition is doing 2. Customer expectations 3. How you are going to deliver the products 4. What are the costs to the customer 5. what the company will need in order to deliver the service promised 6. Service: the manner in which you and other employees treat customer and each other.

Elements of a service culture

1. Vision and values (mission statement) *Give employees some security and direction * Helps the organization stay focused * Employees have the ability to inspire and motivate employee * Being a leader with their product which helps the business become successful * Company can get through the bad times (recession) * With the right employee the company values will be very evident. 2. Employee roles and expectations 3. Policies procedures 4. management support 5. Products and services 6. Motivators and reward 7. Training 8. Delivery Systems

Customer- Centric

Always put the customer first spend time and effort meeting their needs. Our focus is to build a long-term relationship with the customer so they will keep coming back to your business. In business you want to have customer loyalty so they keep coming back to you/your business all the time.

What is CRM stand for? What does it mean?

Customer Relationship Management Program- Company's want people to come back; if an organization provided poor service that person will not go to that company again.

Advances in technology have created a need for more employee in manufacturing businesses.

False

As a result of deregulation in a variety of industries, competition has slowed

False

Luckily the recent recession had little impact on the service industry

False

One reason for the shift from a manufacturing to customer service dominated society is more stringent government regulations

False

The migration from other occupations to the service industry is a recent trend and started in the late 1970s

False

What is a customer focused organizations?

Is a company the spends a lot of efforts satisfying the internal and external customer by identifying customer needs, implementing policies, procedures and management and reward systems to support the excellence in service delivery.

The service economy

Organization must train all employees to spot problems and address them quickly before the customer becomes aware that there is a problem. Every employee must take personal responsibility for customer care

What is RUMBA stand for

R= Realistic U=Understandable M=Measureable B=Believable A= Attainable

What is External Customer?

The Customer are outside of the store.

Defining Customer Service

The ability of knowledgeable capable and enthusiastic employees to deliver products and services to their INTERNAL and EXTERNAL customers in a manner.

What is Internal Customer ?

The people who works in the store.

Define Service Culture?

There are many factors in the service environment including values beliefs, rituals and practices of organization Any policy, procedure, action or interaction on the part of the organization will contribute to the service culture. For example you notice in a local ad that your favourite movie on sale; you go to the store to buy the movie and they are all gone; also the store is not to order any more. I know I would be disappointed and I would not shop there again.

Good service is ordinary A great experience is extraordinary!

This is what we want The child in the power point slide will be a future customer, regular fan or a season ticket holder

An organization's "culture" is what the customer experiences

True

As more women have entered the workforce , the demand for personal services has increased

True

Quality customer service organizations recruit, select and train qualified people.

True

Since the beginning of the twenty-first century, workers in the United States have more disposable income now than at any time in history

True

The concept of customer service evolved from the practice of selling wares

True

There are two customer types with which service representatives must interact

True

To determine whether delivery needs are being met, organizations must examine industry standards, customer expectations, capabilities, costs and current and projected requirements.

True

Exceptional Customer Service

What does the investment mean to our customer? Problem should be seen as opportunities. It is