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.
Get a Competitive Edge with the [The World of Customer Service,Gibson,3e] 2023 Test Bank
Customer service exam review notes
Customer service exam review notes
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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
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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