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CSM Unit 1 Study Guide
Terms in this set (33)
What two things can give a company long-term sustainable advantage in the marketplace?
Culture of the company.
Develop relationships that are positive with the customers.
How long it would take a typical company to lose between 10-30% of its customers.
Critical variable when dealing with the customer.
Keep them active and part of the process.
Making an emotional connection.
E-commerce has affected customer service how?
Everything is on-line.
Spreading the word is easier about experiences either good or bad.
What is customer service mistaken for?
Customer satisfaction alone.
Repeat buying alone.
Response to some trial offer or special incentive.
Large shares of the market.
Know what customer behaviors show they have customer loyalty
Willingness to recommend.
Resistance to switch.
How much revenue and other lost customers over a 10-year period could cost the store.
442,000 with just 17 people.
What type of behavior can impact customer service
Greeting customers promply
What are the vital behaviors
Greet & approach
Thank & depart
What are some examples of effective "icebreakers" when greeting a customers
Appreciation for them coming in or contacting you.
Weather-related or local-interest comments.
Identify acts that get customers to interact with the company
Invite them to interact
The acronym LIFE stands for what
What things can happen if a customer is not acknowledged or greeted promptly?
Customers will leave.
You missed the opportunity to establish a positive relationship.
Customer thinks they have to wait a while.
Identify environmental elements that affect listening.
Our individual listening capacity.
The presence of noise.
The use or misuse of gatekeepers.
Be able to recognize examples of internal noise which can affect our ability to listen well.
Don't like the person that is talking.
Preoccupation with another problem.
Self-centered orientation toward listening means?
Creates a barrier because our views are more important and we are not focused on the conversation.
Common bad listening habits can be overcome how?
Go to a quiet place
Avoid fake attention
Be patient; defer disagreement
Listen for more than facts
Bite your tongue
Why people hesitate to ask for clarification when a customer is unclear
Waste of time
Figure it out later
Identify reasons why people have ineffective listening skills
Not taught how to listen
Acronym SIER stand for
What things to do when taking a message from a caller for another person.
Correct spelling of first/last name
What you should do when you are handling a very upset caller.
Get them involved by asking for a suggested solution.
Know what the amount of call screening your customers face does?
Reveals your phone use attitudes.
Be familiar with the rules of using courtesy titles
Mr and Ms can create credibility
How can you best overcome the problem of dead air?
Let the caller know what you are doing.
Provide some feedback to the callers conversation.
Recognize examples of acceptable phrases for keeping a business conversation professional and tactful.
I'm sorry, I didn't get your name, sir. Would you repeat it?
How may I help you?
Recognize examples of unacceptable phrases for keeping a business conversation professional and tactful.
Who is this?
What do you want?
What should you do when you are having a live conversation with a customer and the phone rings?
Do not answer the call while having a face to face conversation.
Find out what the call is about.
Ask the caller if you can call them back at a specific time.
Be familiar with the use of blogs in customer service.
An information-sharing site that facilitates customers helping each other.
Identify some ways companies can avoid e-service problems?
Be there and be quick
Make sites friendly
Make sites navigation simple
Make a progression of solutions seamless
Provide human communication alternatives
Pay attention to form and function
Identify advantages of relying on web-based e-service
Excellent presale and post-sale customer support as well as a perfect sales channel.
Identify disadvantages of relying on web-based e-service
Hardware life cycle is less than five years.
Software is less than 18 months.
Know how companies can analyze their e-service effectiveness.
Track customer traffic.
Benchmark service levels.
Teach your site to learn.
Build an on-going e-relationship.
End high for better loyalty.
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