EBS_Chap6

What is customer service?

Customer satisfaction transforms regular customers into ______ customers, and repeat customers eventually become _____ customers.

Organize these options into the right categories

Groups:

(a) Customer service

,

(b) Customer experience

• After-sale service

• Service recovery

• Holistic approach by the whole business

• Approaching customers

• mostly handled by salespeople and other frontline staff

• having a +ve experience when customers call a cust hotline to arrange the return of a product

• cust interact with sales persons, delivery persons, repair and maintenance staff at diff points

• Actions taken by a company

To deliver quality customer service, service staffed need to:

• be unapproachable

• have clear communication skills

• have problem-solving skills

• be unaware

• have the ability to close the customer experience positively

To deliver quality customer service, service staffed need to:

• be customer-focused

• be approachable

• be knowledgeable

• without problem-solving skills

• poor communication skills

Organize these samples into the right categories for quality customer service

Groups:

(a) Be knowledgeable

,

(b) have clear communication skills

,

(c) have problem-skills

• Tour guide be warm and friendly when delivering information

• Sales staff able to tell the features of different types of computers, warranty periods

• Tour guide to have good knowledge of the attraction

• Front desk staff handle guests requests efficiently

• Front desk staff greet guests warmly and cheerfully

There are three ways to approach customers as below:

• Greeting approach

• Making assumption approach

• Service approach

• Being too aggressive apprach

• Product approach

Organize these options into the right categories for approaching customers.

Groups:

(a) Greeting approach

,

(b) Service approach

,

(c) Product approach

• A salesperson showing a products to his customer

• Good morning

• Use whenever a customer enters the store

• Greet the customer by name for regular customer

• A salesperson offering help to a customer

• The salesperson can address customers with a simple greeting

• Salesperson move customers from merely interested in a product to actually buy it

• When customer showing an interest in it

• Serve the customers as quickly as possible

• How may I assist you?

Organize these examples into the right categories for product knowledge in service industries

Groups:

(a) Tour guide

,

(b) Waiter

,

(c) Sales assistant

• Ability to recommend dishes from a menu

• Ability to plan a customized itinerary

• Good knowledge of the items available on a menu

• Latest information about the attractions, events and activities in Singapore

• A product's benefits

• After-sales service

• A product's features

• Ways to adapt commentaries to meet the profile of visitors

• Information on other services such as delivery and catering services

Match the following techniques to presenting product information to approach different types of customers:

Groups:

(a) The cust know exactly what they want

,

(b) The customers have nothing specific

,

(c) The customers only have a general idea

• Listen carefully to what the customer says

• The salesperson can get the customers to try the product immediately

• Pay attention to the customer's body language by observing their response

• The salesperson may inform customers of new arrivals

• Ask open-ended questions to encourage the customer to share more about their needs

• The salesperson may inform customers of special promotions to arouse their interest