Chapter 1: what is good customer service
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
