Chapter 1

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 and ultimately results in positive word-of-mouth publicity and return business.

• SERVICE INDUSTRY

• SERVICE SECTOR

• CUSTOMER SERVICE

• CUSTOMER RELATIONSHIP MANAGEMENT

What is the main purpose of customer service?

• To meet needs and expectations.

• To deliver standards.

• To work as part of a team.

• To increase sales

Which statement about customer service is correct?

• Excellent customer service results in a more positive business

  reputation.

• Excellent customer service results in more promises and

  therefore more lawsuits.

• Excellent customer service results in fewer loyal customers.

• Excellent customer service results in lower wages.

Which of the following is most likely to help in calming an angry customer when face to face?

• Crossing your arms

• Rapid nodding of the head

• Slow nodding of the head

• Smiling

Which of the following is an easy way to show respect to customers?

• When addressing a customer, use his or her first name.

• Stop talking

  when the customer begins to speak.

• Return calls or e-mail messages at your own convenience.

• Avoid eye-contact with the customer lest he or she is offended

When Dealing with a Customer, You Should Not?

• Get caught up in an argument.
• Use the word "NO"
• Give out orders or place blame on the Customer.
• All of these

is a more accurate term, since many organizations provide some form of service to their customers even though they are primarily engaged in research, development, and manufacture of products

A term used to describe businesses and organizations that are engaged primarily in service delivery.

Something produced or an output by an individual or organization.

Concept of identifying customer needs: understanding and influencing customer behavior through ongoing communication strategies in an effort to acquire, retain, and satisfy the customer.

• Service Sector

• Service Industry

• Customer service

• Customer Relationship Management