Customer service wrap up lesson

What was the quote said by General George S patton about customer service?

• "The customer is always right"

• "How you think about your customer influences how you respond to them"

• "Always do more than is required for you"

• "Our attitudes towards others determines thier attitudes towards us"

What is the ultimate goal of delivering superior customer service?

• To gain a lot of followers on the companies social media

• Increase brand loyalty

• The more you are nice to customers the more money you get

• So customers tell other potential customers to shop with said company

What is Geo- Fencing

• predicting a customers prefernces

• Using location-based technology to send marketing messages to smartphone users nearby

• When a store blocks off other store websites on your smartphone when you use the store wifi when shopping

• Company webistes using your data to show you related products when shopping

Which is NOT an example of service recovery

• Fix the problem and check with customer on satisfacation level

• Review complaint with customer

• Apologize and ask the customer to forgive

• Tell the customer to come back tomorrow

What are the two basic keys to building a good relationship with customers?

• 1. Establishing customer value and delivering value

• Following the customer around the store and offering discounted products

• Helping the customer order a product and offering products the sales associate uses personally

• Telling the customer you know what product is best for them and leaving out details about certain products so the sales associate can make a sale.

What is a "touch-point" ?

• when a customer first sees the stores logo

• when a customer first touches a product

• any point at which a customer and the company come into contact

• the moment a customer first meets a sales associate

What is one objective of customer relationship management

• Use information to tailor good and services

• To make the customer feel like they made a new friend

• To understand how to better manipulate customers

• To make sure customers never shop anywhere else

What is the 3rd step in the customer relationship management process

• Indentify current customers

• Gather specific customer information

• Store and analyze information

• understand how customers interact with the firm

what is predictive modeling?

• When a sales associate studies what the customer is buying at checkout

• process that involves the computerized search for meaningful trends in a large amount of data

• Uses sophisticated algorithims based on patterns of previous buying behavior to predict the future buying behavior of customers

• when managers study which demographic shops in certain sections of the store

What is one way a company can protect a customers privacy?

• Tell customers to use a strong password for their website

• CRM systems must have robust firewalls

• They can't a customer has to do that on their own

• Have the customer use a vpn