Podcast
Questions and Answers
A Defining Moment is any point in time when a Customer judges the service you provide—and by extension, judges the organization as a ______.
A Defining Moment is any point in time when a Customer judges the service you provide—and by extension, judges the organization as a ______.
whole
When you strive to create positive Defining Moments, you help build ______.
When you strive to create positive Defining Moments, you help build ______.
loyalty
Customers want service that is ______.
Customers want service that is ______.
seamless
The ability to provide what was promised, dependably and accurately is described as being ______.
The ability to provide what was promised, dependably and accurately is described as being ______.
Customers want you to provide caring and individual attention, which is referred to as being ______.
Customers want you to provide caring and individual attention, which is referred to as being ______.
A series of positive Defining Moments can combine to create a Positive, Memorable Customer ______.
A series of positive Defining Moments can combine to create a Positive, Memorable Customer ______.
Customers expect you to coordinate events on their behalf to make the service ______.
Customers expect you to coordinate events on their behalf to make the service ______.
If you make a mistake, customers expect a quick and ______ recovery.
If you make a mistake, customers expect a quick and ______ recovery.
Customers want you to meet their human needs as well as the business needs and to welcome the opportunity to serve them as they want to feel ______.
Customers want you to meet their human needs as well as the business needs and to welcome the opportunity to serve them as they want to feel ______.
When customers are disappointed or angry, you need to act quickly to regain their trust and ______.
When customers are disappointed or angry, you need to act quickly to regain their trust and ______.
The ability to provide prompt service and creative solutions is known as being ______.
The ability to provide prompt service and creative solutions is known as being ______.
According to the HEAL guidelines, the first step is to ______ out the customer.
According to the HEAL guidelines, the first step is to ______ out the customer.
To defuse negative feelings and lead the customer to business, you should ease the ______.
To defuse negative feelings and lead the customer to business, you should ease the ______.
In the Way It Is model, each person interprets events based on their own ______.
In the Way It Is model, each person interprets events based on their own ______.
A customer might say, 'Recognize my time is ______.'
A customer might say, 'Recognize my time is ______.'
Leaving a positive impression includes making a small, extra gesture of ______.
Leaving a positive impression includes making a small, extra gesture of ______.
Flashcards
Defining Moment
Defining Moment
A point in time when a customer evaluates the service and the organization.
Seamless Service
Seamless Service
Smooth, invisible service coordination where the customer feels guided.
Trustworthy Service
Trustworthy Service
Consistent accurate service that honors promises and fixes mistakes promptly.
Attentive Service
Attentive Service
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Positive Defining Moments
Positive Defining Moments
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Customer Expectations
Customer Expectations
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Memorable Customer Experience
Memorable Customer Experience
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PMCE
PMCE
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Customer Needs
Customer Needs
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Resourceful Service
Resourceful Service
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HEAL Guidelines
HEAL Guidelines
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Hear out the Customer
Hear out the Customer
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Ease the Tension
Ease the Tension
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Act to improve the situation
Act to improve the situation
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Leave a positive impression
Leave a positive impression
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The Way It Is Model
The Way It Is Model
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Study Notes
Defining Moments
- Defining Moments are instances when a customer evaluates the service and the organization itself.
- These include greetings, answering questions, offering options, problem-solving, and recovery from service breakdowns.
- Handling Defining Moments positively strengthens customer loyalty and can create a Positive Memorable Customer Experience (PMCE).
Customer Expectations for Star Service
- Customers consistently value four service qualities across industries: seamless, trustworthy, attentive, and resourceful service.
- Seamless: Customers want a smooth, coordinated service experience without dealing with multiple people or complicated details. They want the organization to handle coordinating events on their behalf.
- Trustworthy: Customers need confidence the organization will keep its promises and handle situations correctly. First-time success and quick, thorough recovery from mistakes are expected.
- Attentive: Customers appreciate prompt, polite, respectful, and considerate service. They want recognition of their unique needs and personal circumstances.
- Resourceful: Customers expect flexible, prompt, and creative problem-solving for addressing their needs in a prompt and innovative way.
The HEAL Guidelines
- Used when customers express dissatisfaction or anger.
- Hear: Listen without defensiveness.
- Ease: Calm the situation.
- Act: Fix the problem and Explain. Confirm the customer's understanding.
- Leave: Make a positive impression with extra goodwill, fulfilling promises, and follow-ups.
The Way It Is Model
- Individuals interpret events through unique perceptions and values shaped by their background.
- "The way it is" describes the objective reality. Subjective interpretations (the way "I see it" or "the way you see it") can differ.
- Important to respond in a way that creates a productive outcome.
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