Customer Service

For a company to be considered service-oriented:

• It must mention customer service in its mission statement

• At least 18.3% of its employees must work in the customer service department

• Its managers must at one tome have been CSRs

• Customer service must be addressed in all departments

Customer Service Culture is

• A new form of yogurt where the lid removes itself for you

• Behavior being analyzed in a Petrie dish for contagions

• A mythical civilization in which everyone smiles and welcomes you when they meet

• An environment where customer service permeates the thinking of the entire company

Customer Service departments

• Are the afterthought that cleans up messes other departments cause

• Are places where customers typically get no satisfaction

• Are leaders in understanding customer behavior patterns and market research

Customers who complain want ...

• Something for nothing

• To be heard and have their experience validated

• To vent for the sport of it

• To be made majority shareholders in the company

CRM stand for:

• Customers rarely matter

• Can't Remember Much

• Communicating Random Meaning

• Customers Rudimentary Managed

• Customer Relationship Management

A Call Center is defined as

• The midpoint in duration of a telephone call

• A revenue sinkhole

• A place where "middle of the road" calls coexist with liberal and arch conservative calls

• A location where complaints and problems are converted into successful saves for your customers and your company

Customers who complain

• Had unhappy childhoods

• Are generically predisposed to be sourpusses

• Have trouble in their primary relationships

• Are doing you a service in identifying what isn't working in your business or organization

A complaining customer is ...

• Almost right

• Always the customer

• Often lying

• Always right

A customer walks into the office and asks for the deadline to file a permit application. You do not know the answer. It would be best for you to do which of the following?

• Tell the person what you think the answer might be

• Refer the person to your supervisor

• Say that you are not allowed to give out that information to the public

• Inform the person that you don't know but will find out

Assume that you are taking a telephone message for a co-worker who is not in the office at the time. Of the following, the LEAST important item to write on the message is the

• Length of the call

• Name of the caller

• Time of the call

• Telephone number of the caller