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Defining Customer Service
Importance of Customer Service
Types of Customers
6 Pillars of Customer Service
100

It is the act of taking care of the customer's needs

What is Customer Service?

100

Provide 1 out 5 reasons why customer service is important

cheaper, image, publicity, loyalty, promotion

100

What are the 2 types of customers

internal and external 

100

What is empathy? 

Genuinely understanding what it is like to be in other's shoes

200

When should we have customer service (clue: different timeframes)?

before, during, and after the customer's requirements are met

200

Yes or no, Customer retention is cheaper than customer acquisition?

Yes

200

Provide at least 2 internal customers

colleagues, owners, employers
200

Understanding the customer’s specific needs and circumstances and will adapt the experience accordingly is under..?

Personalization

300
Attentive, Responsive, Committed, or Persuasive - which one is NOT a common customer service attribute?

Persuasive

300

Yes or No, 86% of people will pay more for a better customer service

Yes
300

Provide at least 4 external customers

traditional customers - who are in need of a service or product, suppliers, creditors, government, society

300

A sincere apology and acting with urgency are two crucial elements of...?

Resolution

400

What is the key characteristic in Customer Service

CARE

400

Approximately, 1 happy customer is = 9 referrals and 1 sad customer is equal to...?

16 Anti Referrals

400

Provide at least 8 internal or external customers 

employees, managers, owners, suppliers, society, government, creditors, shareholders, traditional customers

400

Removing unnecessary obstacles, impediments, and bureaucracy to enable the customer to achieve their objectives quickly and easily are under which category of the 6 pillars?

Time and Effort

500

True or False: The 4 general characteristics of Customer Service are the ff: Attentive, Responsive, Empowered, Committed

True

500

According to our consulting research _% of managers think customer service is a crucial soft skill and is necessary for you to get promoted? 

98%

500

As someone who is learning customer service which groups are the most important when applying these skills? 

Everyone!

500

Provide all 6 pillars of excellent customer service

personalization, integrity, expectations, resolution, time and effort, and empathy