Customer Satisfaction
What do we call the level of happiness and satisfaction that a customer has with a product, service, or their overall experience?
Customer satisfaction
What type of customer service involves providing clear and accurate information to help customers make better choices?
Helpful
Which factor means that products should work correctly and services should be delivered professionally?
Quality
When an employee is dealing with a customer complaint, what should they do first before trying to solve the problem?
Listen carefully
What business collocation describes the process of bringing new customers to a company while also keeping existing customers?
Attract / retain customers
What happens when a company provides a product or service that meets the expectations of its customer?
Customer returns
What quality is especially important when an employee is listening carefully to understand the needs of a customer?
Professional
Which factor means that customers should receive good value for the money they spend?
Price
After listening carefully to a customer’s complaint, what should the employee do to understand the situation correctly?
Understand the problem
What collocation describes the level of service that a company should provide to create a positive customer experience?
Excellent service
What is the likely result when a company fails to meet the expectations of its customer?
Customer dissatisfaction
What quality of customer service means responding to questions and processing orders as quickly as possible?
Efficient
Which factor helps prevent misunderstandings by providing customers with clear and accurate information?
Communication
What should an employee do when dealing with a complaint if an apology is appropriate for the situation?
apologize
What collocation means providing customers with what they expect or providing something better than they expected?
Meet / exceed expectations
What are two important business goals that high customer satisfaction helps a company achieve?
Attract and retain
What quality is considered crucial when employees are dealing with customer problems or complaints?
Polite & respectful
Which factor requires a business to keep its promises and meet specific deadlines?
Reliability
After listening, understanding the problem, and apologizing when appropriate, what should the employee provide to the customer?
Suitable solution
What problem-solving collocation describes the action of handling customer complaints?
Deal with complaints