Service Impact
A customer whose needs were met and expectations were exceeded is described as what type of customer?
Highly Satisfied
The best way to determine what the customer expects from the service experience is for the service provider to do what?
Ask open-ended questions
Service standards apply to two different types of customers. What are the two general types of customers?
Internal and external
Short, abrupt sentences delivered in a direct and condescending manner are signs of what kind of customer?
Demanding
list the five steps in the STARS approach to service recovery.
Show empathy
Take responsibility
Apologize for the situation
Resolve the problem
Seek the customers satisfaction
How many other people do dissatisfied customers usually tell?
9 to 16 other people
An additional barrier to providing good customer service is created when we use what type of words?
Buzz words, or technical jargon unique to our industry bur foreign to the customer.
What is the one thing that should be included at the end of every service experience?
Ask for an expression of satisfaction
When dissatisfied with the service being delivered, a customer that engages in personal attacks, stares directly at you, and seems to be "dumping their bucket" is what type of customer?
Irate
On the Satisfaction/Dissatisfaction Model, where do 70 percent of our customers fall?
In the Zone of Indifference
What is the name of the concept that explains how our own actions and words, especially negative ones, can bounce off the customer and come back to us?
Behavior breeds behavior
There are three characteristics of five star service. What are they?
Costs little or nothing, takes little or no extra effort, and is the best way to develop customer loyalty
What is the best way to del with an irate customer?
Let them vent
The service that we provide for customers can be thought of as a diagram. What is this diagram called?
The Cycle of Service.
The best way to demonstrate that you are listening to a customer and truly understand their needs when they are unsatisfied with service provided is to do what?
Use an empathy statement.
The major goal of all outstanding service providers is to do what for their customers?
Exceed their expectations
What are the characteristics that best describe an indifferent customer?
Pleasant, smiling, "nice customers", and fence sitters
Each time an individual has contact with a customer and that customer forms an impression of the company or service we provide, that interaction is called what?
A moment of Truth
When listening to a customer, what three things should we be listening for?
Facts, feelings, and meanings.
List all of the steps for effectively saying no to a customer.
Tell them what you can do
Offer options
Explain why the procedure exists
Refer them to someone who can help
How do you move an indifferent customer from the Zone of Indifference into the highly satisfied category on the Satisfaction/dissatisfaction Model?
Make the customer feel special by customizing the interaction and surprising them by going the extra mile in order to exceed their expectations.