Questions 1
_______ Customer service is a mindset that defines each company's culture?
What is Exceptional
Empowerment is?
What is giving someone power or authority
Tag the following with the correct level of customer service: Bhushan enters a bookstore looking for the latest Harry Potter release. The customer service representative asks if he can help him find anything and quickly and efficiently takes him to the book he is looking for?
What is Perfect Customer Service Experience.
A _____ ______ is the minimum level of service it takes to satisfy customers under ordinary circumstances?
What is Baseline Standard
Every Ritz Carlton Hotel staff member is allowed to spend up to $2000 on a guest to ensure fantastic customer service. This is an example of employee _____?
What is empowerment
Tag the following with the correct level service: Jermaine walks into a grocery store looking for a particular brand of bread. He can't find it?
What is negative customer service experience
An episode in which a customer comes in contact with any aspect of the company, however remote, and thereby has an opportunity to form an impression is called?
What is a moment of truth
Giving somebody power or authority is referred to as?
What is empowerment
Tag the following with the correct level of customer service: Rebecca enters a computer store looking for the perfect laptop to take to school. The customer service representative not only helps her decide on the right computer for her, she calls her later that evening to make sure Rebecca is able to get online with the laptop?
What is Exceptional Customer Service Experience
Customer expectations are?
What is the beliefs about service a customer has before a transaction
Jenny s scrolling through her Facebook feed when she sees an ad for Starbucks. This is an example of a ?
What is a moment of truth
The beliefs about service a customer has before a transaction are called?
What is Customer Expectations
Customer service is ______ to manage because it involves so many variables
What is difficult
Sam gets ready to call an IT support number for help with his computer. He just knows that he's going to be put on hold for ever and that he'll finally get to talk to someone, but they won't be able to help him. This is an example of?
What is customer expectations
What is a "moment of truth" in regards to customer service?
Customer service quality is primarily determined by?
What is how customers perceive their experience
What is exceptional customer service?
What is a mindset that defines each company's culture
What is a baseline standard?
What is the minimum level of service it takes to satisfy customers under ordinary circumstances.