H&T Customer Service Review

In marketing, it involves the passing of information between a non-commercial communicator and a receiver concerning a brand, a product, or a service.

• Word of Mouth

• Guest

• Publicity

• Service

Intangible; a system supplying a public need such as transportation, communication or utilities such as electricity and water.

• Service

• Good

• Customer

• Consumer

A comparison of expectations with performance.

• Critical Moment

• Service

• Publicity

• Quality Service

The notice or attention given to someone or something by the media.

• Customer Service

• Guest

• Word of Mouth

• Publicity

A person who is invited to visit the home of or take part in a function organized by another.

• Service

• Good

• Customer

• Guest

An employee who puts customers at the center of business decisions.

• Customer

• Quality Service

• Customer-Focused Employee

• Guest

The assistance and advice provided by a company to those people who buy or use its products or services.

• Service

• Customer Service

• Quality Service

• Consistent Quality Service

Which of the following is most likely to help in calming an angry customer when face to face?

• Crossing your arms

• Rapid nodding of the head

• Slow nodding of the head

• Smiling

Which statement about customer service is correct?

• Excellent customer service results in a more positive business

  reputation.

• Excellent customer service results in more promises and

  therefore more lawsuits.

• Excellent customer service results in fewer loyal customers.

• Excellent customer service results in lower wages.

8. What is the main purpose of customer service?

• a. To meet needs and expectations.

• To deliver standards.

• To work as part of a team.

• To increase sales