Unit 7 Understanding Customer Service

Customer service is often associated with:

• Product quality

• Employee satisfaction

• Customer satisfaction

• Company profits

What is customer service?

• A process of assisting customers

• A method of increasing sales

• A way to advertise products

• A strategy for market research

Which of the following is true about customer service?

• It only happens at call centers.

• It is all around us.

• It is only for solving technical problems.

• It is not important.

What are external customers?

What are internal customers?

Fill in the blank: Ensure that customers feel they are getting good value for their ________.

• money

• time

• effort

• investment

The importance of good product and industry knowledge in customer service is:

• To improve customer satisfaction and trust

• To increase product sales

• To reduce the need for training

• To enhance team collaboration

Friendliness is important in customer service because it helps to:

• Build customer loyalty

• Increase product prices

• Reduce service hours

• Complicate processes

How does knowledge of customer needs contribute to good customer service?

• It allows businesses to tailor their services to meet customer expectations.

• It increases the cost of providing services.

• It reduces the need for customer feedback.

• It complicates the service delivery process.

What is the first rule for good customer service?

• Always listen to the customer

• Provide quick responses

• Offer discounts

• Be polite