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Customer Service Exam Review Notes Chapter 5-7, Exams of Service Management

Fanshawe CollegeService Management

If you want to pass the customer service class with an A grade, here is the exam review note. It covers chapters 5-7. I also sell review notes for chapters 1-4, and chapters 8-12.

Typology: Exams

2022/2023

Available from 04/27/2023

buonbansanpham
buonbansanpham 🇨🇦

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Measuring customer satisfaction:
+ meet deadlines, on time delivery
+ accurate invoice amount
+ clear & helpful quotes, estimate, proposal
+ talking about change in delivery, back order situation
+ follow through on commitment
+ overall value, quality, range of products/services
+ competent employees, helpful CSR before and after the sale.
+ price
+ problem resolution approach
+ prompt shipment that match order & specification
Customer retention strategy:
+ sell & sell again, each service encounter remind customer again why they’ve made right decision to do
business with you.
+ bring back “lost sheep”, reactivate customers who know you & product is 1 of the easiest, quickest way to
increase revenue. Find out why no longer buying, overcome objection, demonstrate value & respect lead to
loyal customers
+ frequent communication calendar, use letter, event, thank you note, phone call, special offer, occur in pre-
sale, sale, post-sale process
+ product/service integrity, open, honest, care, genuine interest in customers
Customer oriented website has:
+ Frequent asked questions (FAQ), a place customer visit to find answers to the most often asked questions
+ contact info include email address, toll free telephone number, mailing address
+ customer feedback form, questions aren’t in FAQ, online form to fill out, CSR respond several times a day
+ live chat give customer targeted info
+ online customer forum where customer respond quickly to each other
Knowledge base:
+ database has info on how to resolve common service problems, created & used by CSR
+ customer submit problem, question goes to live CSR, refine response, add it to computerized knowledge
base
Customer self service (CSS):
+ popular proactive approach in CS
+ empower customers to go to web
+ offer convenient alternative in response to demand for responsive, reliable service
+ 1 of the most important items self service systems has accurate, well-written knowledge base
+ acknowledge & address their own service problem
+ attractive & informative web that easy to use & accessible
+ 24/7/365 customer support
+ get answer without delay
+ effective win-win
Proactive problem solving:
+ anticipate, solve problems before they occur.
Platinum rule - treat people the way you want to be treated.
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Download Customer Service Exam Review Notes Chapter 5-7 and more Exams Service Management in PDF only on Docsity!

Measuring customer satisfaction:

  • meet deadlines, on time delivery
  • accurate invoice amount
  • clear & helpful quotes, estimate, proposal
  • talking about change in delivery, back order situation
  • follow through on commitment
  • overall value, quality, range of products/services
  • competent employees, helpful CSR before and after the sale.
  • price
  • problem resolution approach
  • prompt shipment that match order & specification Customer retention strategy:
  • sell & sell again, each service encounter remind customer again why they’ve made right decision to do business with you.
  • bring back “lost sheep”, reactivate customers who know you & product is 1 of the easiest, quickest way to increase revenue. Find out why no longer buying, overcome objection, demonstrate value & respect lead to loyal customers
  • frequent communication calendar, use letter, event, thank you note, phone call, special offer, occur in pre- sale, sale, post-sale process
  • product/service integrity, open, honest, care, genuine interest in customers Customer oriented website has:
  • Frequent asked questions (FAQ), a place customer visit to find answers to the most often asked questions
  • contact info include email address, toll free telephone number, mailing address
  • customer feedback form, questions aren’t in FAQ, online form to fill out, CSR respond several times a day
  • live chat give customer targeted info
  • online customer forum where customer respond quickly to each other Knowledge base:
  • database has info on how to resolve common service problems, created & used by CSR
  • customer submit problem, question goes to live CSR, refine response, add it to computerized knowledge base Customer self service (CSS):
  • popular proactive approach in CS
  • empower customers to go to web
  • offer convenient alternative in response to demand for responsive, reliable service
  • 1 of the most important items self service systems has accurate, well-written knowledge base
  • acknowledge & address their own service problem
  • attractive & informative web that easy to use & accessible
  • 24/7/365 customer support
  • get answer without delay
  • effective win-win Proactive problem solving:
  • anticipate, solve problems before they occur. Platinum rule - treat people the way you want to be treated.

2 crucial recovery steps:

  • acknowledge the receipt of every complaint immediately. This shows you’re sufficiently concerned about problem to contact the customer; CS team is on the job to resolve by verbal acknowledge or written message
  • explain in writing exactly how you remedy the problem. Tell customer what will be done & when Managing complaints professionally:
  • admit immediately any mistake on your part
  • look for common ground with customer to find solutions for all parties
  • stand behind guarantees & promises you make
  • handle criticism diplomatically
  • stress what you can do, not what you can’t do Trigger – calm phrase:
  • it’s our policy – here’s what we can do, here’s how we can handle this
  • I can’t, we don’t – I can, we do
  • what seems to be the problem – how can I help?
  • I don’t know – I can find out
  • you should have – let’s do this
  • you should have – let’s do this
  • why didn’t you – I can see why
  • the only thing we can do – the best option I think is
  • I don’t handle that, it’s not my job – let’s find the right person to handle your concern 3 shortcomings cause customers angry:
  • someone was rude
  • someone was indifferent, “can’t do” attitude
  • no one listen, tragic waste of feedback opportunity, come across as insensitive
  • customer have prior bad experience
  • they felt if they would get runaround
  • they resent potential loss of money
  • they dislike being inconvenienced, waste of their time
  • they feel loss of control Procrastination:
  • don’t wanna do task, we available with smaller, easier, comfortable projects. Avoid tasks, problems are uncomfortable => tackle biggest project 1st, little one in spare time
  • interrupting, get coffee, stop to talk… => set time frame, seat bell to the chair
  • make project big, when job too big to get started => divide into small parts, set realistic goals to complete each one
  • convince of defeat, negative self-talk => positive thought Time waster:
  • limit number of customer to serve a day
  • influence the time to fully handle customer problem Vocal customer type:
  • vocal, angry, unruly customer take your explanation as offense
  • they don’t respond to reason or goodwill, become abusive, personal, threatening  Self-awareness, tact, diplomacy, understand emotions, identify what actions, words trigger anger

How customers get angry:

  • blame others
  • loud, demand
  • make you angry
  • have little regard other’s rights
  • take charge of conversation by insisting they be heard
  • tend to interrupt
  • refuse to do what you ask
  • threaten that will talk to manager 4 basic components of win-win negotiation:
  • focus on interest, not position
  • separate people from problem
  • generate variety of possibilities before decide what to do
  • insist the best option based on mutually acceptable, objective standard Effective problem solving in effective manner:
  • accessibility, customer need answer quickly from employee
  • ownership, problem involve negligence or incompetence => take responsibility & apologize
  • explanation of policy, give clear explanation of what happened, why company has this policy
  • follow through, CSR need to deliver ASAP their commitment & promise Problem solve with customer:
  • keep your composure (calm), focus on real problem, be creative in solution, know hot button & keep in check, break link between emotions & action
  • play it side by side, put yourself in their shoes by respect, not hostility, express concern for relationship, make reasonable request, ask question, invite specific criticism, use humor when appropriate
  • be firm but agreeable to further negotiation, respond to reason but not to force or personal attack, take sarcasm
  • sidestep personal disagreement, keep talking about problem, caution don’t threaten
  • look to the future, suggest 3rd^ party mediator if all fails 6 negotiation basic process:
  • describe what CSR want & feel
  • express why CSR feel as we do, motive for our desire
  • acknowledge other person’s perspective
  • look for solution
  • choose 1 solution
  • put chosen solution in effect Compromise management style:
  • find solutions that both parties satisfied
  • split difference or agree on middle ground Avoid management style:
  • sidestep, postpone until better time or withdraw from emotional, physical, intellectual threat  When it’s trivial, confronting is damaging or need time to cool off or gather info such as CSR not charge change-order fee because fee was unintentionally omitted on invoice

Accommodate management style:

  • demand acquiescence to other’s point of views  When you’re wrong or things are important to other person such as replace order due to faulty delivery practice. CSR accommodate to pay re-order cost Compete management style:
  • involve entrenched, combative attitude, unshakable conviction that you’re right  When action is necessary like if few products left in stock, CSR encourage customer to buy quickly, take care but not come on so much customer may go away Collaborate management style:
  • find creative solution rather than avoid
  • solve problem together with customer to find mutually satisfying solution Win-lose strategy:
  • 1 side win by achieving goals, other side lose
  • occur when parties start negotiate by stating outcome they wanna see  When problem is trivial or need speedy decision or unpopular action implemented such as implement policy Lose-lose strategy:
  • 1 party attempt to win at the expense of other
  • mutually destructive outcome, surface from personal dispute with customer or colleague, should avoid Stress causing:
  • left unregulated, stress harm emotional & physical health
  • become dull & apathetic
  • sleep problem
  • anxiety
  • frustration Stress cause CSR:
  • lack of control, inability to get things done  Get others to cooperate, satisfy customer needs, assimilate organize workflow manifest
  • lack of effective leadership, manager have poor communication, unwilling to delegate, failure to respond to inquiries/requests, change priorities at last minute, disrespect
  • lack of continue in performance, job priority changed, redesign workflow process, difficult to complete, rise stress & resentment
  • lack of confidence/self-esteem, CSR who empowered been trained to deal with stress have confident & higher self-esteem Negative office chatter:
  • avoid it because people absorb negativity thru constant repetition  Stay positive to lessen stress by not talking about work at lunch, refrain from excessive complaining How to measure stress:
  • by blood pressure
  • high blood pressure or low is problematic
  • stress & blood pressure can’t disappear completely

4 more problems before interpret & act on feedback:

  • use thorough date-gathering & analysis technique before act on complaint, anecdotal info is limited feedback, doesn’t need to represent a trend, company make a change based on feedback from 1 to 2 customer
  • don’t spend lots of time, energy, money gather complaint data, do nothing with it  Biggest error organization make => use info to improve the error area
  • don’t take feedback result personally because who the most, loudest are the best customer
  • inform customer about the impact their feedback is on the way fixing 5 dimensions to measure service quality:
  • physical appearance: attractive physical facility, web, personnel, communication material
  • reliability: the ability to perform the promise service dependably & accurately
  • responsiveness: willing to assist customer, provide prompt efficient service
  • assurance: knowledge & courtesy of employee, the ability to convey trust & confidence
  • empathy: care, individual attention to customer Benefits of survey:
  • identify unhappy customer
  • pinpoint product & service that customer want or need, what offer do they think, some customer don’t know all products or service you have
  • solidify customer relationship to know what customer are annoyed Some CS practice:
  • answer phone by 3rd^ ring
  • serve hot food at temperature of at least 140 degrees
  • smile, greet all customer within 10 feet
  • respond to each customer so they don’t stand in line more than 2 minutes
  • offer bellman or concierge service to every hotel
  • speak professionally, avoid using slang 4 reasons customer leave:
  • unhappiness with product delivery, installation, service, price, several incidents of poor service, late delivery, inaccurate shipment cause customer to look elsewhere
  • improper handling complaint, the complaint hasn’t been taken seriously or displeased
  • disapproval of unanticipated change, when company change without notice customer
  • feeling of being taken for granted, should thank every customer every time they purchase 5 customer defection:
  • squeaky wheel => company should track complaints all the way through
  • product return => find out reason of return product bcz defective product return is a red alert
  • quiet customer => be aware
  • slow pay => problem with product/service cause customer put company at bottom of pay bill list
  • decrease revenue & sale volume => bcz customer change lifestyle or find another seller