SERVICE CULTURE

It is the support you offer your customers — both before and after they buy and use your products or services — that helps them have an easy and enjoyable experience with you.

• SERVICE

• CUSTOMER SERVICE

• ASSISTANCE

• FAVOR

GOOD CUSTOMER SERVICE HELPS TO:

• REDUCE CUSTOMERS COMPLAINTS

• BUILD TRUST WITH YOUR CUSTOMERS

• MINIMIZE PROBLEMS

• ALL OF THE ABOVE

What is the most important factor in retaining customers?

• Low prices

• Quality products

• Excellent customer service

• Fast delivery

The ultimate goal of customer service is to ____________

• CREATE CUSTOMER LOYALTY

• HELP

• GIVE GUIDANCE

• MAXIMIZE PROFIT

WHAT IS THE FIRST THING TO DO WHEN HANDLING A COMPLAINT

• GET THE MANAGER

• APOLOGIZE

• SEEK HELP

• ARGUE BACK

You must project a positive ________ when you are not at work as well.

• BEHAVIOR

• VALUE

• ATTITUDE

• MANNER

CUSTOMERS TURNOFFS BASE ON:

• Lack of courtesy, friendliness, or attention

• Distracting clothing, piercing, or tattoos

• Price too high for value received

• ALL OF THE ABOVE

Some people buy as a result of habit, convenience, or price but would be quick to defect to an alternative.

• TRUE

• FALSE

You may communicate the_______through your appearance, your interaction with customers, and your knowledge, skill, and attitude.

• CULTURE

• SERVICE

• ACT

• ASSISTANCE

Show (a)   to doing the best you can every day that you go to work.