studenteh – Flashcard
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Simply stated, the manner in which you and other employees treat your customers and each other as you deliver your company's product(s) or other deliverables is known as
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Service
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The key component in a customer-focused environment is the::
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Customer
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A term which describes an organization that uses knowledge as a competitive advantage is
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A learning organization
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The two top potential areas of a customers satisfaction or dissatisfaction about a deliverable are
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Quality and quantity
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The customer service is made up of six components of which customer, organiz
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Service
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A type of business that is independently owned and operated and is not dominant in its field of operations is a
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Entrepreneur
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Employees who perform telemarketing service need strong self-confidence and other personal skills because of the
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Number of rejections to offers
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A term applies to an ongoing trend of information, knowledge and resources sharing around the world is
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Globalization
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__________ ______________ is a element of an organization that the customer experience
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Organization culture
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All are common characteristics for leading edge customer- focused organizations except
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Management rewards random employee efforts
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In successful organizations, upper management
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Makes themselves clearly visible to front-line employees
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The direction to vision of an organization that supports day to day interaction with customers is the
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Service Philosophy or mission
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Service measurements can be in terms of
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Customer Feedback
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When customers service problems occur and the culture is not customer-focused, the important question for the organization is "How do we fix our system?" and the answer is
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Make a commitment to the customer and establish an environment to support
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The word used to describe the giving of decision-of lower-level employees the giving and problem solving authority
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Empowerment
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The best way to create a service culture is to
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Get everyone involved in the organization in planning and brainstorming
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Customers want and expect common things if they are to keep doing business with you, such as
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Recognition, timely service, courtesy empathy and patience, among others
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Successful small business employees possess all but one of the following
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Non- initiative
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All of these are good practices for separating average companies from excellent companies, except
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The status quo is acceptable
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The mechanism or strategies used by an organization to provide service to customers is known as
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Service delivery Systems
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A key element in making your interactions successful is to
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Recognize how you tend to communicate by asking those who know you best for feedback
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The interpersonal Communication Model contains the environment, sender, the receiver , message channel and
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The methods to encode and decode, as well as feedback, fillers and noise
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Planning before you come into contact with a customer involves all of these, except
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Putting in all unnecessary details
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To deliver quality service effectively, you must
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Deal with the human being first
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Feedback can
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Be a positive or negative affect, depending on content or delivery
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The response to senders message that allows both the sender and receiver to know that a message was receive correctly is
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Verbal feedback
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All of the following are effective ways to provide feedback, except
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Remaining emotional when providing feedback
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Projecting a presence that assured, confident and capable without appearing aggressive or arrogant is know as you level of
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assertiveness
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This is the term used to describe the method through which people communicate messages
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Channel
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A practice of a message receiver giving back in his or her own word what he or she believes the sender said
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Paraphrasing
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Knowing 7% of the meaning is received by the actual words used between two people you realize that
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Your words are typically overridden by facial and vocal cues
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Noverbal communication cues that send powerful messages through gestures, vocal qualities, manner of dress and grooming are known as
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Body Language
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One way you might damage the customer-provided relationship is to
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Use a lot of jargon (technical or industry-related terms)
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If you are to understand and serve people who might be different from you, you must first become aware
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That they are also very similar to you
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All of the following can cause relationship breakdowns as the may annoy customers except
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A firm but not overly loose or firm handshake
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Perception checking involves all of the following except
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Providing the negative feedback to eliminate the issue
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If service is going to be delayed or take longer than planned
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Notify the customer tel him or her the reasons and offer service alternatives if available
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Which of the following is not a likely result of being courteous
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Financial losses increase
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All of these are positive nonverbal communication behavior except
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Crossing arms
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Non verbal messages sent on the basis of how close or how far someone stands from another person are
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Spatial cue
