Specific actions that have the greatest impact on good service.
What are vital behaviors?
100
A purely physical activity whereby sound waves are transmitted to the brain.
What is hearing?
100
Internet-based customer service that provides a channel for pre-sale and post-sale customer support.
What is Web-based customer?
100
People in an organization who are responsible for articulating a value proposition.
Who is top management?
200
Repeat Buying
Willingness to recommend the company to others.
Resistance to switch competitors
What is customer loyalty?
200
The appearance of a store, shop or office conveys this to customers.
What are nonverbal messages?
200
A psychological process which allows us to attach meaning to what we hear.
What is listening?
200
-Using web-traffic analysis software to track site abandonment rates.
-Identifying click paths
-Using Web-analytics data to constantly improve site
What is analyzing e-service effectiveness?
200
When customers may be generally satisfied but not necessarily motivated to become loyal customers or customers are not feeling any particular dissatisfaction.
What is "zone of indifference"?
300
It makes spreading the word about service experiences easy.
What is E-Commerce?
300
An organization's personality as revealed by beahviors.
What is a company's culture?
300
People who preview incoming information before we receive it.
What is a gatekeeper?
300
An information technology that has a life cycle of less than 5 years.
What is hardware?
300
-Poor guarantee or failure to back up products
-Quality of goods or services not as good as expected
-Price too high for the value received
What are examples of value turn offs?
400
When upset customers tell other people.
What is ripple-effects?
400
Initiating conversation promptly
Speaking up
Greetings customers with your eyes
Getting customers commited
What is treating customers like guest?
400
A loud chatter, a headache or the cocktail party effect.
What is internal noise?
400
Companies that invest in redundant servers and rapid -loading Web pages.
What is a way to avoid E-service problems?
400
One form of turnoff caused by inappropriate behavior from the company.
What are core competencies for superior customer service?
500
Expressing appreciation for a customer coming in.
Talking about the weather.
What is an icebreaker?
500
Sensing, Interpreting, Evaluating, Responding
What does SIER stand for?
500
Companies that pay attention to web site uptime, navigation ease, etiquette, server speed, personal touch, design, benchmarking, traffic monitoring, proactive communication and customer loyalty programs.
What is successful e-service delivery?
500
A company's processes, procedures and policies used to deliver its products or services causes an inconvenience to its customers.