Good Customer Service
You have good service only when_______.
What is "customers think you do"?
This person who depends on the other people in the company to provide the services and products for the external customer.
Who is the internal customer?
Use a polite tone of voice. Don't spend too much time and energy on apologies. Explain why the problem exists. Talk about what can be done to solve the problem.
What are sound bad news skills?
The two things to remember when dealing with unreasonable, angry or overly demanding customers.
What are stay focused and avoid the self-esteem trap?
If you form meaningful relationships with your customers, they are much more likely to return and buy from you again. Name this practice.
What is relationship selling?
According to the American Management Association, 65% of a typical company's business comes from _____.
What is repeat business by current customers?
Managers should ensure that the needs of every person in their area are being met, just as should be the case with the ___
What is the external customers.
Find out the reasoning behind the ____ so that you can explain it clearly to the customer.
What is the policy?
Although the customer may be very wrong, you still need to treat that customer with _____.
What are courtesy and civility?
Name two of the four principles that help you form a bond of trust with your customers.
What are:
1. Understand your customer's real needs
2. If your customer is another business, learn abut that business.
3. Provide exceptional service.5. Avoid taking your special relationship for granted.
Working on improving customer relations is excellent for your own ____
What is a self-development?
Treating others well is not only good business, it is
What is the right thing to do?
_____ would actually be more helpful if they were a bit less nice because then they would prove better feedback.
Who are nice customers?""
When a company gives customers small "extras" as a way of showing appreciation.
What is "going the extra mile?"
Name two steps of the five you can take to build up your customer's self-esteem.
What are:
1. Put the customer at ease -- the important first step.
2. Put yourself in the customer's place.
3. Make the customer feel understood.
4. Make the customer feel important.
5. Praise the customer appropriately.
_____ skills can be transferred to almost any other occupation or profession?
What are customer relations skills?
Find out what the customer needs and do whatever is possible to satisfy those needs.
What are the two simplest principles of customer service?
When an organization encourages complaints they view it as an ______
What is an opportunity to improve?
Managers may say they commit to providing "post-sale" quality service, but then provide fewer resources than need for this function may be considered ___
What is unethical?
Name three of the six guidelines for dealing with a customer who is already angry.
What are:
1. Let the customer vent.
2. Get the facts.
3. Understand the customer's feelings.
4. Suggest a solution.
5. End on a positive note.
6. Don't expect to win them all.
In How to Win Customers and Keep Them for Life, Michael LeBoeuf points out that customers buy only two things.
What are good feelings and solutions to problems?
Besides the immediate needs of the purchase, each customer has ____ that all people share.
What are basic human needs?
An effective way to prevent customer dissatisfaction is to define what your company's brand brings to customers and then to make good on what you have promised you will deliver.
What is brand promise?
The moral of the ______ is: respect your customer and give them only the highest quality service, but never let your customers run your business.
What is the Poor George Story?
Author and CEO Jenn Limm said in her TED Talk, "Success does not create happiness, but _______ ______ in life"
What is "happiness creates success?