Quality Service Management Week 6
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Questions and Answers

What is the primary factor that establishes credibility?

  • Being empathetic towards others
  • Maintaining confidentiality in communication
  • Having strong qualifications and knowledge (correct)
  • Delivering promises consistently

    • How is reliability primarily demonstrated in a professional relationship?

  • Providing exceptional customer service
  • Sharing personal experiences and concerns
  • Creating an open environment for feedback
  • Delivering on promises consistently and dependably (correct)

    • Which aspect of trust is closely related to emotional connection?

  • Intimacy (correct)
  • Reliability
  • Self-orientation
  • Credibility

    • What impact does high self-orientation have on trust?

    <p>It decreases trust</p> Signup and view all the answers

    What is the role of empathy in building intimacy?

    <p>It fosters a sense of emotional safety</p> Signup and view all the answers

    How can a financial advisor build credibility?

    <p>By providing clear and accurate financial advice</p> Signup and view all the answers

    Which of the following is NOT a characteristic of reliability?

    <p>Being self-centered</p> Signup and view all the answers

    What contributes to a decrease in trust in a professional relationship?

    <p>High self-orientation</p> Signup and view all the answers

    Which principle is NOT associated with 21st century trustability?

    <p>Maximizing short-term profits.</p> Signup and view all the answers

    What does 'doing things right' refer to in the context of trustworthiness?

    <p>Consistently meeting expectations and delivering promised results.</p> Signup and view all the answers

    How does a salesperson lose trust according to the Trust Equation?

    <p>By being overly focused on closing sales.</p> Signup and view all the answers

    What is a key aspect of being trustworthy in 21st century trustability?

    <p>Consistent alignment with ethical standards.</p> Signup and view all the answers

    Which of the following describes a competent organization that builds trust?

    <p>A software company that ensures products work smoothly as promised.</p> Signup and view all the answers

    What does it mean to have low self-orientation in the context of trust?

    <p>Being more focused on customer needs and support.</p> Signup and view all the answers

    An example of a trustworthy decision for a company is?

    <p>Using sustainable materials despite higher costs for environmental benefit.</p> Signup and view all the answers

    What is the primary goal of gathering detailed information about customers?

    <p>To create a comprehensive database for tailored interactions</p> Signup and view all the answers

    How do businesses differentiate customers according to the content?

    <p>By their specific needs and the amount they spend</p> Signup and view all the answers

    Which method is NOT mentioned as a way to interact with customers?

    <p>Advertising on television</p> Signup and view all the answers

    What is one of the benefits of customizing offerings based on customer interactions?

    <p>Strengthens relationships and increases customer loyalty</p> Signup and view all the answers

    What does the term 'trust' convey in a customer-business relationship?

    <p>Confidence in reliability, integrity, and meeting expectations</p> Signup and view all the answers

    What outcome is NOT directly associated with trust in customer relationships?

    <p>Increased operational costs</p> Signup and view all the answers

    The trust equation is primarily used to:

    <p>Break down the key components of trustworthiness</p> Signup and view all the answers

    What aspect of customer relationships does interacting regularly aim to improve?

    <p>Understanding of preferences and expectations</p> Signup and view all the answers

    What is the purpose of the IDIC model in customer relationship management?

    <p>To help businesses build personalized relationships</p> Signup and view all the answers

    Which component is not part of the IDIC model framework?

    <p>Communicate</p> Signup and view all the answers

    Why is customer information considered an economic asset for a business?

    <p>It enables differentiation of customers for tailored services.</p> Signup and view all the answers

    What is the significance of trust in customer relationships?

    <p>It facilitates stronger, lasting relationships.</p> Signup and view all the answers

    Which of the following best describes emotional loyalty?

    <p>Loyalty influenced by personal connections and feelings.</p> Signup and view all the answers

    What principle is central to 21st century trustability?

    <p>Prioritizing transparency and authenticity.</p> Signup and view all the answers

    In the context of this course, what is a key factor in differentiating customers?

    <p>Their individual needs and preferences.</p> Signup and view all the answers

    The first step in the IDIC model is to identify which aspect of customer relationships?

    <p>Who your customers are.</p> Signup and view all the answers

    What does proactivity involve in the context of trustability?

    <p>Anticipating needs and acting before issues become significant</p> Signup and view all the answers

    How can a company build trust with its clients regarding service delays?

    <p>By reaching out to inform clients about delays and offering solutions</p> Signup and view all the answers

    What has the internet changed about the nature of trust for companies?

    <p>It has made fostering trust more challenging and equally important</p> Signup and view all the answers

    What is an example of misinformation in the context of trust and the internet?

    <p>Spreading unverified rumors that mislead the public</p> Signup and view all the answers

    Why is it crucial for a company to demonstrate proactivity?

    <p>It prevents potential problems and builds trust with stakeholders</p> Signup and view all the answers

    What is NOT a consequence of losing credibility on the internet?

    <p>Expanded customer networks</p> Signup and view all the answers

    Which of the following actions can lead to increased trust in a company?

    <p>Being transparent about challenges and communicating solutions</p> Signup and view all the answers

    Which statement is true about the impact of the internet on trustability?

    <p>Trust can be damaged rapidly but also rebuilt with consistent actions</p> Signup and view all the answers

    Study Notes

    Course Information

    • Course title: Quality Service Management
    • Course code: MGMT3069
    • Semester: 1 2024/2025
    • Instructor: Mr. Antholon Jones
    • Week: 6 - Identifying Your Customers and Building Trust

    Housekeeping

    • Group work
    • Discussions
    • Any Other Business (AOB)

    Quick Recap of Last Week

    • Definition of encounter and relationship
    • Characteristics of Business Relationships
    • Difference between behavioral and emotional loyalty
    • Five E's of customer relationship
    • Components of a good loyalty program

    Week 6 - Learning Objectives

    • Explain and apply the IDIC model
    • Explain the importance of trust in building customer relationships and describe the trust equation
    • Explain the basic principles of 21st century trustability
    • Describe trust in the age of the internet

    Every Customer Is Different

    • A business strategy based on managing customer relationships involves treating different customers differently.
    • To treat customers differently, the firm must integrate the customer into the company and adapt its products and services to the individual needs of the customer.
    • Customer information provides the ability to differentiate customers from one another, and is valuable as an economic asset.
    • Cultivating profitable relationships depends more on having and using this information wisely than solely on having the highest number of customers.

    The IDIC Model

    • A framework developed by Don Peppers and Martha Rogers for managing customer relationships systematically.
    • Used in CRM to build stronger, more personalized relationships with customers.
    • Aims to help companies understand and better serve their customers.
    • Four key steps: Identify, Differentiate, Interact, Customize

    Identify

    • The first step is identifying who your customers are.
    • Gather detailed information about demographics, behaviors, preferences, and contact details.
    • Create a comprehensive customer database for tailoring interactions.

    Differentiate

    • Businesses need to differentiate customers based on their needs and value to the organization.
    • Categorize customers by value (profitability) or specific needs and preferences.
    • Prioritize high-value customers and tailor services.

    Interact

    • Interact with customers to learn more about them.
    • Use meaningful communications like feedback, surveys, and regular interactions across multiple channels.
    • Better understanding customer preferences and expectations with increased interaction.

    Customize

    • Businesses should customize their offerings and communications based on what is learned through the other steps in IDIC.
    • Deliver personalized experiences (products or services) that meet customer needs.
    • Enhance relationships and increase customer loyalty.

    Trust Equation

    • A formula that helps break down the key components of trustworthiness.
    • Explains the role of different factors in building trust.

    Credibility

    • Extent in which others believe in the words, knowledge, expertise of a person or business.
    • Built through clear, accurate communication, knowledge, and qualifications.
    • Rational element focusing on the believability and reliability of information.
    • Example: Trusting a financial advisor due to qualifications and proven successful advice.

    Reliability

    • How consistently someone or something performs over time.
    • About doing what is said, every time.
    • Builds through actions, regularly delivering on promises and being dependable.
    • Rational factor based on the proven actions that show the commitment through promises.
    • Example: A company consistently delivers products on time, providing dependable customer service.

    Intimacy

    • Creates safe, secure, and open relationships where people feel comfortable sharing needs, concerns, and challenges.
    • Fosters emotional closeness and a sense of connection.
    • Develops when customers feel they can give sensitive information, knowing they are safe.
    • Involves empathy, confidentiality, and understanding.

    Self-Orientation

    • Focus of a person's or company's actions which may be self-centered or client-centered.
    • Trust decreases when self-orientation is high, as it shows the person or organization is more concerned with its own needs.

    21st Century Trustability

    • Being trustworthy involves: doing the right things, doing things right, and being proactive.
    • Trustworthiness involves choices that reflect values (honesty, fairness, respect). Involves doing what is best for the customer, organization, and society, even when not observed.
    • Example: Using sustainable materials even though they cost more.

    Proactivity

    • Anticipates needs, problems, or opportunities and acts on them before they become issues or complaints.
    • Staying ahead, demonstrating care for the well-being of others.
    • Shows foresight and attentiveness which enhances trust.

    Trust and the Internet

    • Company actions, whether good or bad are immediately spread across the internet and permanently.
    • Fostering trust is more challenging yet increasingly important with the ease of creation of large networks, but the ease of losing credibility.
    • Relevant internet concepts include misinformation, fake news, conspiracy theories, sensationalism, disinformation, and AI.

    Homework

    • Kleenz Dry Cleaners survey shows low customer trust.
    • 21st-century trustability principles to make recommendations to increase trust.

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    Related Documents

    6th Class Identifying Your Customers and Building Trust PDF

    Description

    This quiz covers the key concepts from Week 6 of the Quality Service Management course, focusing on identifying customers and building trust. Participants will explore the IDIC model, the importance of trust in customer relationships, and the principles of trust in the digital age. Prepare to apply these concepts to enhance customer interactions and loyalty.

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