CUSTOMER SERVICE

Choose the most barriers to excellent customer service

• good attitude

• courtesy

• serving customers on autopilot

• ability to handle stress

"The way that we see something based on our experience" is the meaning of...........

• perception

• expectation

• analytical

• assumption

Perceptions reflect the ways that we have been treated, ..........., priorities, prejudices, and sensitivity to others.

• our value

• our credibility

• our reputation

Expectations may be always positive

• True

• False

.............. are our personal vision of the result that will come from our experience.

• Assumption

• Perception

• Expectations

• imagination

There are ......... level of expectations

• two

• three

• four

• five

Choose two level of expectation

• primary expectation

• previous expectation

• prior expectation

• secondary expectation

................... are expectations based on our previous experiences that are enhancements to our primary expectations.

• Primary expectation

• Secondary expectation

• Prior expectation

• Previous expectation

Primary expectation are the customers’ most basic requirements of..............

• an interaction

• an action

• behaviour

• ethics

A customer’s expectations .............

• change constantly

• remain same

• change periodically

• consistence