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Exam (elaborations)

Customer service exam review notes

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If you want to pass your customer service class, and you don't know where to start and what to study. Here are the review notes for you, it covers chapter 1-4.

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  • April 26, 2023
  • 6
  • 2022/2023
  • Exam (elaborations)
  • Questions & answers
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*Noted: I use a simple grammar structure in this review to make it easy to memorize. Don’t get too hard on
grammar.

Customer profile: a collection of demographic information of customer’s age, gender, income level,
occupation, lifestyle to develop and market goods and service

Customer expectation happens before the transaction

Customer perception happens during and after transaction

People turnoff related to employees

System turnoff related to system and process

Value turnoff related to quality of products, guarantee, high price equal value received

CS goals
1. Planned goal ensure customer-focused
2. Reviewing plan

Top management
1. President
2. Vice president
3. Superintendent of school

Middle management
1. Branch manager
2. Department head
3. Dean

Lower management
1. Call center manager
2. Supervisor
3. Department chair

Moment of truth
1. Happens within 7-40 seconds
2. Opportunity to form an impression
3. Happens when customer comes in contact with any aspect of business

Pareto’s 80/20 rule
1. 80% sales from 20% clients
2. Data confirms core customers are responsible for a large percentage of sales
3. Service strategy encourage and reward core customers via preferred benefits

Data warehousing is location where all crucial business data stored

Data mining is a process of extracting patterns from data warehouse

, Amiable
1. Build relationships
2. Dependable
3. Loyal
4. Team player
5. Persevering
6. Cautious
7. Display emotion
8. Introverted
9. Patient
10. Empathetic
11. Sympathetic
12. Trusting
13. Easygoing
14. Congenial
15. Family-oriented
16. Fact driven
17. Considerate

Driver
1. Risk-taker
2. Make things happen
3. Right to the point
4. Independent
5. Forceful
6. Decisive
7. Determined
8. Competitive
9. Assertive
10. Problem solver
11. Practical
12. Results-oriented
13. Extroverted
14. In control

Analytical
1. Controlled
2. Systematic
3. Logical-analyze before make decision
4. Cautious
5. Well-organized
6. By the book
7. Structured
8. Introverted
9. Diplomatic
10. Precise
11. Conventional
12. Disciplined
13. Deliberate

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