REVISION CHAPT 1

Give a definition on customer service?

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Explain three (3) important skills required to have excellent customer service.

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Explains the comparison between perceived service and expected service using examples and the three (3) levels of outcomes

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Service.

Expected Explain the four (4) pre- requisite needs or known as fundamental needs that must be met for them to feel valued and satisfied.: Customer expects a quick meal, friendly service, and a clean dining area.
Perceived Service: The meal takes longer than expected, the food is cold, and the dining area is dirty.

The customer is dissatisfied, may avoid McDonald’s in the future, and could share their negative experience with others.

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List the four (4) actions that organizations must look into in order to achieve excellent customer service.

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Discuss five (5) reasons why customer service is so important in business

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What are the four impact of losing customers?

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