Exam 12: Excellence in Customer Service

Information that focuses on lifestyles, modes of living, needs, motives, attitudes, and so forth are referred to as psychographic information.

Customer service requires more than a positive attitude.

Service, price, qualifications, action and appreciation are referred to as the five needs of every customer.

Technology will never assist in the delivery of customer service.

Customer attributes allow customers to be_______ .

Customer service is anything that we do for the customer that enhances their budget constraints.

The loss of dollars, jobs, reputation, and future business are not consequences of losing customers.

The use of technology and current information_______ the provision of excellent customer service.

Your secretary, the mailroom attendant, and your co-workers are all referred to as your _________.

__________information focuses on lifestyles, modes of living, needs, motives, attitudes, reference groups, culture, social class, family influences, hobbies, political affiliation, and so on.

When we lose a customer we lose current dollars,________ , reputation, and future business.

Customer service is:

Customer service and satisfaction is not easy to measure.

Customer attributes are characteristics that allow customers to be categorized.

Complaint letters can help to reinforce excellence in customer service.

Which of the following is not an example of customer service?

The overall goal in customer service is:

_________information is not subjective ad is relatively easy to measure.

The customer's overall feeling of contentment with a customer interaction is referred to as:

The people we work with inside our organization are called external customers.