Customer Service Strategies
To close the communications gap in the service delivery model you should follow this classic advice:
"under promise, over deliver".
Asking customers for details about their level of satisfaction is important because:
Firms cannot assume anything about customer satisfaction.
Net Promoter Score (NPS) is measured by:
The number of recommenders minus the number of complainers.
To determine customer service perception, the best question to ask might be:
Would you recommend us to your friends?
Personalized customer service by retailers is growing due to:
a method of differentiation.
Expectations still exist for basic levels of service such as:
accurate pricing, labeling, and in-stock position.
Achieving customer satisfaction happens when:
an offering meets the customer's expectation.
How can we measure customer service quality?
asking the customer for feedback.
The firm must do this in order to close the customer gap of the service model:
close all gaps.
Firms should do the following to address the policy-practice gap of service specifications EXCEPT:
cross-train all employees for service level positions.
This is projected to be the most important differentiator in the retail marketplace by 2020:
customer experience.
Applying the 5Ws to customers provides the following outcome:
customer or market segmentation.
The process of handling complaints has these steps EXCEPT:
determine how severe is the complaint.
The definition of "internal" customers is:
employees, vendors and other stakeholders.
In the service quality specification model, the "performance" gap refers to:
failure to consistently and reliably deliver the service specification.
The performance gap should be addressed by firms by the following EXCEPT:
hire only new employees with direct experience.
The two distinct types of customer groups are:
internal and external.
The service model's gaps may vary but the bottom line is:
it is the customer's perceptions that count.
For a retailer, this is more important than quality, responsiveness, and price:
keeping your word.
Customer service begins with:
learning what the customer wants.
To be consistent with their ________ product offering, companies like Apple and Nordstrom offer exceptional service.
luxury
Customer service, regardless of the definition, is dependent on:
meeting and exceeding the wants and needs of customers.
The service model's fifth gap, the "customer" gap, is attributed to:
mis-interpretation on the customer side.
Customer service involves the following skills according to the National Retail Federation:
planning, problem-solving, and decision-making.
Customer satisfaction can be achieved by these two keys:
setting appropriate expectations and delivering on those expectations.
The growth of personal service in retail ironically depends on:
technology.
The "gap" in the Gap Model of Service Quality refers to:
the difference between what the customer expects and what the firm thinks the customer expects.
The gap in Quality Specifications refers to:
the operational policy of what service should be.
"Standardized" customer service means:
uniform quality of service for all customers whether internal or external.
Closing the performance gap in the best way involves:
validating both the service specification and actual service delivery.
