Homework Answers
2. The organisational benefits of serving both external and internal customer well are :-
-Lower consumer acquisition costs
-Positive word-of-mouth
-Customers purchase frequently, defect less
-Insulation from price competition
-Attract better employees
- Increased loyalty
- Premium price
3. The Six Basic Needs of Customers :-
Friendliness. Friendliness is the most basic of all customers needs, usually associated with being greeted graciously and with warmth.
Understanding and empathy.
Fairness.
Control.
Options and alternatives.
Information.
4. Social class has an impact on purchasing habits based on their classes . Pooe class people look at the price of the product while higher class people look at the quality of the product rather than on price.
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2. Defend the organizational benefits of serving both the external and internal customer well. 3. List...
Chapter 1 Objectives 1. Define customer service and list its goals and challenges. 2. Defend the...
Chapter 1 Objectives 1. Define customer service and list its goals and challenges. 2. Defend the organizational benefits of serving both the external and internal customer well. 3. List customer needs. 4. Describe the concept of social customers relative to their purchasing habits and impact on organizations.
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Chapter 2 Objectives 1. Discuss the impact of globalization on customer service. 2. Describe diversity in...
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Chapter 1 Objectives 1. Define customer service and list its goals and challenges. 2. Defend the organizational benefits of serving both the external and internal customer well. 3. List customer needs. 4. Describe the concept of social customers relative to their purchasing habits and impact on organizations.
Chapter 2 Objectives 1. Discuss the impact of globalization on customer service. 2. Describe diversity in the workplace relative to serving the needs of diverse personalities in global customers. 3. Identify the four personalities of customers and distinguish among them. 4. Contrast customer service wants among the five generational groups. 5. Discuss ways to communicate effectively with disabled persons.
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