Customer Service and Motivation

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What is one commonality among all companies or organizations that provide good service?

The development of a system and attitude promoting customer friendly service.

What does the term 'internal customer service' refer to?

It refers to how a company or organization treats coworkers.

What is the key to successful customer relations?

Communications and Relationships.

What is the significance of understanding what motivates the customer, according to the text?

It is essential for being successful in handling customers. Signup and view all the answers

What does the term 'internal customer chain' refer to?

It refers to the concept that everyone, both inside and outside the company, is a customer. Signup and view all the answers

What does the phrase 'The customer is always right' derive from, according to the text?

It is derived from the customer friendly environment. Signup and view all the answers

According to the Wall Street Journal article mentioned in the text, what happens when employees are poorly treated?

They treat customers just as poorly. Signup and view all the answers

What are the two critical qualities of the 'Customer Friendly Approach' mentioned in the text?

Communications and Relationships. Signup and view all the answers

How should you grade insects if you are not sure if a specimen is A1?

Make it an A2. Signup and view all the answers

What should you do if a specimen is rare when packing specimens?

Double wrap it. Signup and view all the answers

What should be placed around a butterfly specimen before placing it into the paper triangle?

A piece of folded toilet tissue. Signup and view all the answers

How should you pack eupholus spp. beetles?

Pack singly (unless otherwise directed by customer). Signup and view all the answers

What information should be included when labeling a butterfly specimen?

Name and location of specimen (no abbreviations for provinces). Signup and view all the answers

What should you do if a specimen is classified as A1 upon receipt of an order?

Replace the tissue paper with a fresh sheet. Signup and view all the answers

What should you do if packing R.straussi beetles?

Pack in pairs. Signup and view all the answers

How should live butterflies and beetles be prepared for packing?

Kill them first. Signup and view all the answers

What should you do upon receipt of an order for a beetle specimen?

Double check to see if the specimen is A1. Signup and view all the answers

How should you store the dried butterfly specimen?

In the appropriate storage cupboard. Signup and view all the answers

What percentage of the Top-500 businesses took more than 5 days to answer a simple question?

42% Signup and view all the answers

How long should business email be answered within to shine in customer service?

within 24 hours Signup and view all the answers

What is the percentage of companies that don't bother to answer business emails at all?

35% Signup and view all the answers

Which days should be especially checked when testing the response time of direct competition?

mondays, fridays and weekends Signup and view all the answers

What is the suggested frequency for answering business emails to beat the competition?

twice a day with a 12 hour interval Signup and view all the answers

What is the recommended action for small businesses in relation to handling business email?

check and answer e-mail regularly Signup and view all the answers

What is the maximum amount of time suggested for answering business email?

24 hours Signup and view all the answers

Why is it important for businesses to answer their business email promptly?

to retain customers and beat the competition Signup and view all the answers