Question

9. Information that focuses on lifestyles, modes of living, needs, motives, attitudes to as demographic information. T or F 10. The losses of dollars, jobs, reputation, and future business are co aquences of le OPPORTUNITIES FOR CRITICAL THINKING 1. What is the definition of customer service? 2 List five examples of customer service. 3. What are the five needs that every customer has? Explain why it is necessary for customer service providers to maintain a positive re 4. both internal and external customers. How is technology enhancing the provision of excellent customer service? S. Relate customers' expectations about price to their expectations of service. 6. 7. Is the loss of current dollars the only concern when a customer is lost? 8. List ways in which you can become a better customer. 9. Write your own philosophy and definition of customer service 10. Define contentment SKILL BUILDING My Customer Exceilent cuStomer service provedersre continua ly assessing ther.cwn pertormance and t cheir eustomer he benTis fi ng car comers melca enbanced svcepportini NaTeiess1 vce kee

Answer 1

As per HOMEWORKLIB POLICY and guideline, the 1^st four questions are answered below:

1.

The service provided by a company to its customers for the fulfilment of their necessities (apart from product selling) as and when required (such as before the sale by way of describing the product, during the sale by way of documentation, or after the sale by way of settling grievances) is customer service.

2.

Examples:

No.1) A sale person describes the product in detail (uses and safety measures) to the customer.

No.2) A sale executive in a big store tries to understand what type of product the customer is searching.

No.3) A complain is logged from a customer and the service engineer is working on it.

No.4) The customer care executive makes a call to a customer and asks him about the product-satisfaction.

No.5) An insurance agent informs his client about the new policy introduced in the market.

3.

Needs are as below:

No.1) Consumer surplus: each consumer has a budget; the price should fit into such budget in a way that price should be lower than what consumer thought – called consumer surplus.

No.2) Desired quality: the quality of product must fulfil customer’s need.

No.3) Minimum complain: this is the after-sale act and a consumer doesn’t want to lodge complain.

No.4) Reliability: there should not be any risk of using the product.

No.5) Quick service: if there is any after-sale service required, that must be done very quickly.

4.

All the customers should be treated equally and positively by the firm, because a good experience spreads goodwill (no matter who does so – an internal customer or an external customer). Actually existing customers brings more business and the firm should encourages that.