Introduction to customer service

A good _______________ is essential to a business when providing customer service.

• speaking voice

• attitude

• first impression

• hair style

A key benefit from offering good customer service is

• Lower costs

• Repeat business

• Reduced tax

• Angry customers

Good customer service helps to

• Build the company brand

• Create trust with customers

• Reduce customer complaints

• Improve reputation of the company

The ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs. This statement refers to

• Service economy

• Customer service

• Customer-focused organization

• Service sector

Organizations and individuals involved in delivering service as a primary product. This statement refers to

• Service economy

• Customer service

• Customer-focused organization

• Service sector

Which of the following are the characteristics of customer-focused organization?

• They have and support external customers only

• Their focus is on determining and meeting customer needs

• Information, products and services are easily accessible by customers

• Management and systems support and reward employees

Which of the following are the internal customers?

• Coworkers

• Vendors

• Bosses

• End users

Which of the following are the external customers?

• Coworkers

• Vendors

• Bosses

• End users

Which of the following are the elements in service environment?

• Customer

• Human resources

• Delivery system

• Organizational culture

What are the societal factors affecting customer service?

• Covid-19 worldwide pandemic

• Growth of e-commerce

• Shifts in consumer needs, wants and expectations

• Increased efficiency in technology