Customer Service

Customer Service can either be:

• Good, Mediocre, or Bad

• High, Medium, or Low

• Large, Medium, or Small

• Good, Relative, or Boring

Customers think that the most important factor when deciding to do business with the company is the kind of customer service they provide.

• True

• False

• No idea.

Jan Carlzon defines a Moment of Truth as "The instance of interaction between a customer and a service provider that gives the customer an opportunity to _____________ an impression about the service provider."

• form or change

• create or break

• relive

• recover

What are the two practical needs of the customer?

• Having their problem solved.

• Having their question answered.

• Getting a refund when they feel disgruntled.

• Venting their frustration on social media.

What are the three emotional needs of the customer?

• The need to feel welcome.

• The need to feel important.

• The need to be understood.

• The need to express anger.

• The need to be hugged.

Pick three reasons for bad customer service.

• The response is too slow.

• The service is impersonal.

• Poor online unavailability or website design.

• Service is available 24/7.

• The customer's name is mentioned often in the conversation.

Why should we be grateful when a student or parent complains?

How we respond to our students' and parents' emotional needs (more than just their practical needs) will determine how loyal they will be to LPU.

• True.

• False.

• I don't know.

What are the 3 steps to handling difficult customers?

• Respond to emotional needs, get back to them on a specific day and time with a resolution, make sure you get back as promised and focus on the solution.

• Respond to emotional needs, commit to getting back to them on a specific day and time, and have someone else get back to them with the solution.

• Remind the customer to calm down, then provide the solution in a professional manner.

More customers talk about bad customer service than good customer service.

• True

• False

• Maybe