Customer Service

1. The ways that you can define areas of success or failure for service provided?

Enhancing service experiences and building customer loyalty.

* Customer loyalty will be one of the defining areas of success or failure for service providers.

* Every service interaction is an opportunity to better understand customers and to build a relationship with them.

* If handled properly that relationship becomes a loyal one where the customer comes to think of the company as the only one for them and then continues to vote with their business.

2. When you are following up with phone calls, or face to face visits, or you do a special event to bring people back, or you call people by name (name recognition), or you do a newsletter, they are all examples of basic approaches to what?

Customer Retention

3. Congratulating someone for handling a good job in a situation, greeting coworkers with a smile, and treating others the way you would like to be treated are examples of what?

Leadership ???

4. Which of the following is considered to be a common motivation factor among adults?

Some common motivating factors among adults are:

* Individual respect.

* Challenging work.

* Encouragement from management.

* Financial security.

* Opportunities to express creativity.

* Job security.

* Opportunities for advancement.

* Unified work environment.

* Good benefits.

* A project approaching completion.

* An approaching vacation.

* Recognition from others.

* Positive relationships with customers.

5. When a customer is unhappy with lack of proper customer service, it is helpful to conduct a silent __Responsibility Check__ to determine who is really responsible for the situation.

6. Someone from an organization calls you at home to inquire who you are considering voting for in the upcoming election. This type of call is considered

Inbound

7. The philosophy of good customer service reveals...