Customer Service Chapter 2 Flashcards

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.

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.