| Term | Definition |
|---|
| Puprose and importance of customer service? | customer loyaty |
| How many and wat are the types of customers | 3: satisfied, disasstisfied, Potential |
| How many ppl will a satisfied customer tell rather than a disatisfied customer? | satisfied= 3 dissatisfied= 10 |
| what percentage of sat customers will use the business again? | 60-70 |
| percent that never complain? | 4% |
| complainers vs non- which will use seriveces more? | complainers |
| What is the number on ingredient for success of org? | Satisfied customers |
| what are the two parts to every job? | proedural/tech and people |
| customer | someone you provide product or service to |
| Two types of customers? | internal and external |
| what are the 7 cs of Customer service? | Caring, Confident, considerate, committed, creative, controlled, contagious |
| Quality customer service | service that satisfies customer (patient) needs (real or preceieved) in a consistend and dependable manner |
| what are the four basic guideline for provideing quality custoer service? | Succeed at "Moments of truth", est rapport rapidly, project a positive attitude to other, let ppl know they are special and unique |
| When should you apply "moment of truth" | everytime you encounter a customer |
| how long does it take someone to make a first impression of you? | 30 seconds |
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