Questions and Answers
What is understanding customer service?
What are the skills for good customer service?
Planning, problem-solving, decision making, critical thinking, professionalism, and respect.
Employees must try to limit as much damage to the company's image as they can.
True
What can happen in bad customer service?
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What should you do after greeting a customer?
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What is the greeting stage?
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Customers spend ___ more for the same product but with better service.
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What is the benefit of providing exceptional service?
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Giving the impression that you want to help does not build customer loyalty.
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What is a key to achieving customer satisfaction?
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What are open-ended questions?
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What do close-ended questions evoke?
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What should you do if you do not know the answer to a customer's question?
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What does anticipating customer questions involve?
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Study Notes
Understanding Customer Service
- Customer service is crucial for businesses as it impacts reputation and customer retention.
- It is not merely a skill; it encompasses the ability to apply various skills effectively for positive outcomes.
Importance of Training
- Employers must provide training in planning, problem-solving, decision-making, critical thinking, professionalism, and respect.
- Employees should be aware of their role in protecting the company’s reputation to minimize damage from dissatisfaction.
Consequences of Poor Service
- Poor customer service can result in job loss for employees.
- Dissatisfied customers often share negative experiences with friends and family, leading to bad reviews and social media complaints.
Customer Interactions
- Engagement should be tailored to the customer’s personality and mood; use a warm yet appropriate tone depending on their demeanor.
- Positive remarks and compliments can go a long way in building rapport and trust.
Stages of Customer Engagement
- The greeting stage is essential in initiating contact and assessing customer needs.
- Three main stages include greeting, service, and benefit stages, where customer interactions are initiated and developed.
Types of Retail and Customer Service
- Retail involves selling products and services, acting as a bridge between manufacturers and consumers.
- Various types of retail establishments include convenience stores, department stores, discount stores, off-price retailers, and specialty stores.
Retail Channels
- Brick-and-mortar stores offer face-to-face service, while e-commerce involves online transactions over the internet.
- Wholesale clubs serve as a hybrid between wholesalers and retailers, also catering directly to consumers.
Customer Types
- Innovative customers seek the latest products, while comparison shoppers seek the best deals.
- Impulse buyers tend to make snap purchases, and diverse shoppers enjoy the experience of shopping itself.
Decision-Making Process
- The process consists of five stages: need recognition, information search, evaluating alternatives, purchase, and post-purchase evaluation.
- Providing exceptional service can significantly enhance customer satisfaction and loyalty.
Customer Satisfaction Statistics
- Customers are willing to spend 10% more for better service.
- Conversely, 91% refuse to return to a store that provided poor service; effective complaint resolution can lead to 82% of customers repurchasing.
Professional Image in Customer Service
- Staff must project a professional, friendly demeanor and acknowledge customers promptly.
- Proper greetings within the first 30 seconds can lead to increased customer spending, as long waits lead to exaggerated perceptions of time.
Effective Communication
- Good customer service involves listening and responding to customer needs, without overpromising.
- Utilizing open-ended questions can facilitate more engaging conversations, while closed-ended questions may lead to concise answers.
Building Customer Loyalty
- Continued support and willingness to assist foster loyalty.
- Understanding product details, company policies, and anticipating customer inquiries are essential for service excellence.
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Description
This quiz focuses on key concepts from Chapter 2 of Customer Service. It covers definitions, skills, and essential attributes necessary for effective customer service. Perfect for students looking to enhance their understanding of customer service fundamentals.
