Question

Chapter 3 Objectives 1. Explain the relationship between customer expectations and customer perceptions. 2. Cite examples of customer first impressions. 3. Describe the three customer turnoffs. 4. Discuss the importance of customer loyalty. 5. Discuss the traits and skills CSRs should possess.

Answer 1

1. The relationship between customer expectations and customer perception is the customer gap . Less the gap more the satisfaction and increased marketing.

#. The customer gap :

difference between customer expectations and perceptions

#. Customer expectations :

standards or reference points that customers bring into the service experience, what a customer believes should or would happen

#. Customer perceptions :

subjective assessments of actual service experiences

sources of customer expectations

i.e. pricing, advertising, and sales promises, word of mouth, competitive offerings

2. Examples of customer first impression are :-

- Apologize to the customer for your tardiness

- Putting yourself in their shoes.

- Stay focused on the job and avoid discussing your problems with the customer

- Acknowledge the customer's concerns and apologize. Let them know you will get to the bottom of it

- Opening, service, and closing

- Listen attentively, then ask appropriate question

- Let them vent, then acknowledge their feelings

3. Three customer turnoffs :-

#. Value Turn off :-

Money value

Did I feel like the product was worth the money

#. System Turn off :-

product and service ineffective in delivery

#. People Turn offs :-

poor relations/communications with service personal

4. Customer loyalty is an important parameter.in marketing and buisness because when their is loyalty then it increases customer satisfaction and hence increase the buisness .