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Questions and Answers
What are the five basic needs of every customer?
What is customer service?
Why is excellent customer service important?
What is the cost of acquiring a new customer compared to keeping an existing one?
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Who can provide good customer service?
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What are some rules for good customer service?
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What is problem-solving in customer service?
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What does the problem-solving process involve?
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What are the five basic needs of every customer?
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What is the importance of excellent customer service?
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What is the percentage of additional spending by repeat customers compared to new customers?
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Who can provide good customer service?
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What are the rules for good customer service?
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What is problem-solving in customer service?
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What is the problem-solving process in customer service?
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What are the different types of communication in customer service?
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Study Notes
Customer Service in Business Management
- Customers are the key to every business and can be categorized as internal or external customers.
- Every customer has five basic needs: service, price, quality, action, and appreciation.
- Customer service is meeting the needs and expectations of customers before, during, and after purchasing a product or service.
- Excellent customer service is important for building brand loyalty and maintaining relationships with customers.
- Repeat customers spend 33% more than new customers, and it costs six times more to acquire a new customer than to keep an existing one.
- Good customer service can be provided by all employees, not just those with direct customer contact.
- Rules for good customer service include answering the phone, keeping promises, listening to customers, and dealing with complaints effectively.
- Empathetic phrases can be used to build relationships with customers.
- Different types of customers require different approaches, such as limiting time for talkative customers or confirming a plan of action with indecisive customers.
- Problem-solving is an important aspect of customer service and involves identifying and resolving customer issues.
- The problem-solving process includes defining the problem, gathering information, developing a solution, and implementing and evaluating the solution.
- Communication is crucial in customer service and includes verbal, nonverbal, written, electronic, and visual methods. It is important to avoid certain words and use others when communicating with customers.
Customer Service in Business Management
- Customers are the key to every business and can be categorized as internal or external customers.
- Every customer has five basic needs: service, price, quality, action, and appreciation.
- Customer service is meeting the needs and expectations of customers before, during, and after purchasing a product or service.
- Excellent customer service is important for building brand loyalty and maintaining relationships with customers.
- Repeat customers spend 33% more than new customers, and it costs six times more to acquire a new customer than to keep an existing one.
- Good customer service can be provided by all employees, not just those with direct customer contact.
- Rules for good customer service include answering the phone, keeping promises, listening to customers, and dealing with complaints effectively.
- Empathetic phrases can be used to build relationships with customers.
- Different types of customers require different approaches, such as limiting time for talkative customers or confirming a plan of action with indecisive customers.
- Problem-solving is an important aspect of customer service and involves identifying and resolving customer issues.
- The problem-solving process includes defining the problem, gathering information, developing a solution, and implementing and evaluating the solution.
- Communication is crucial in customer service and includes verbal, nonverbal, written, electronic, and visual methods. It is important to avoid certain words and use others when communicating with customers.
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Description
Test your knowledge on customer service in business management with this informative quiz! From understanding the basic needs of customers to providing excellent service and problem-solving, this quiz covers all the essential aspects of customer service. Learn about the importance of communication, empathetic phrases, and different approaches for different types of customers. Perfect for professionals in customer service or anyone interested in improving their skills and knowledge in this field.
