Podcast
Questions and Answers
What is the main focus of customer service according to the text?
What is the main focus of customer service according to the text?
- Satisfying customer wants
- Generating customer emotions of happiness and surprise (correct)
- Understanding customer expectations
- Meeting basic human requirements
Who are the internal customers in a business?
Who are the internal customers in a business?
- Employees and suppliers of goods (correct)
- Society and culture
- Guests and visitors
- Tourism professionals
What are 'wants' in the context of customer service?
What are 'wants' in the context of customer service?
- Influences by individual's personality, society, and culture
- Basic requirements necessary for life
- Expectations of the customers
- Forms in which people communicate their needs (correct)
How do expectations of customers vary according to the text?
How do expectations of customers vary according to the text?
What is necessary for achieving excellent customer service in an organization?
What is necessary for achieving excellent customer service in an organization?
What are 'wants' in the context of customer service?
What are 'wants' in the context of customer service?
What is the main focus of customer service according to the text?
What is the main focus of customer service according to the text?
Who are the internal customers in a business?
Who are the internal customers in a business?
What are the basic requirements necessary for life called?
What are the basic requirements necessary for life called?
What is necessary for achieving excellent customer service in an organization?
What is necessary for achieving excellent customer service in an organization?
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.
Studying That Suits You
Use AI to generate personalized quizzes and flashcards to suit your learning preferences.
Description
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.
