Delivering Customer Service
This is the act of providing assistance and support to customers before, during, and after a purchase.
What is customer service
This process identifies what customers require to satisfy their needs.
What is a need assessment
Employees, equipment, and technology are examples of these.
What are resources
A lack of money or staff is an example of this limitation.
What is resource shortage
Customers expect this when interacting with a business.
What is quality service?
This is the act of providing assistance and support to customers before, during, and after a purchase.
What is active listening
Surveys, interviews, and observations are common methods used for this.
What is data collection
A CRM system is an example of this type of resource.
What is technology (or a technological resource)?
Delays caused by too many customer requests can result from this
What is workload overload (or high demand)
This is the difference between what customers expect and what they actually receive.
What is the service gap
This tool outlines the standards of service customers should expect from an organization.
What is customer service charter
The first step in conducting a customer need assessment.
What is identifying customer needs
Knowledgeable staff are considered this type of resource.
What are human resources?
Limited inventory can affect an organization's ability to meet these.
What are customer needs or demands
Customers expect employees to treat them with this.
What is respect (or courtesy), professionalism
Monitoring customer service often involves collecting this from customers.
What is customer feedback
This customer service tool maps all interactions between a customer and an organization.
What is the customer journey
Budget allocation is an example of this type of resource.
What are financial resources
Organizational policies may create these when serving customers.
What are organizational constraints
Customers need accurate information to make these.
What are informed decisions
This KPI measures the percentage of customers who remain loyal to an organization.
Customer retention rate
This method gathers detailed opinions through discussion with a small group of customers.
What is a focus group
Training programs help improve this resource.
What are employee skills and competencies
This occurs when customer expectations exceed what an organization can realistically provide.
What is a service gap
Exceeding customer expectations often leads to this outcome.
What is customer satisfaction (or customer loyalty)