10 Questions
What is the main focus of customer service according to the text?
Generating customer emotions of happiness and surprise
Who are the internal customers in a business?
Employees and suppliers of goods
What are 'wants' in the context of customer service?
Forms in which people communicate their needs
How do expectations of customers vary according to the text?
Depending on socioeconomic status and past experiences
What is necessary for achieving excellent customer service in an organization?
Every employee being customer conscious
What are 'wants' in the context of customer service?
Forms in which people communicate their needs
What is the main focus of customer service according to the text?
Generating customer emotions or feelings of happiness and surprise
Who are the internal customers in a business?
Employees providing services to external customers
What are the basic requirements necessary for life called?
Needs
What is necessary for achieving excellent customer service in an organization?
Each employee being customer conscious
Study Notes
Customer Service
- The main focus of customer service is to exceed customer expectations and provide a positive experience.
Types of Customers
- Internal customers in a business are employees who depend on other departments or teams to accomplish their tasks.
Customer Needs
- 'Wants' in the context of customer service refer to the desires or preferences of customers that go beyond their basic needs.
- The basic requirements necessary for life are called 'needs'.
Customer Expectations
- Expectations of customers vary depending on the type of product, service, and industry, as well as the customer's prior experiences and perceived value.
Achieving Excellent Customer Service
- Achieving excellent customer service in an organization requires a customer-centric culture, effective communication, and a commitment to continuous improvement.
Test your knowledge of customer service skills with this quiz! Learn about meeting and exceeding customer expectations, generating emotions of happiness and surprise, and understanding the difference between needs and wants in customer service.
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