This website uses cookies to ensure you have the best experience. Learn more

Chapter 7 Customer Service And Effectivness

548 words - 3 pages

1.I feel that all customers are not the same. You should try to approach each one differently but, with the same respect.

2.knowing your customers is valuable. Try not to be pushy and try to be very understanding.


1.Overall, how satisfied were you with the product / service?

2.Would you recommend our product / service to colleagues or contacts within your industry?

3.Would you use our product / service in the future? often do you use this product or service?

5.what aspect of the product or service were you most satisfied with?

6.what do you like about the product or service?

7.what do you dislike about the product or service?

8.Thinking ...view middle of the document...

If that doesn't work I would give them their money back apologize again and try to offer discount or etc.

2.I would smile,breathe, and stay humble why also remembering that the situation its not that deep. I would remain a customer service representative can handle the situation with ease

3.I would apologize and try to comfort the customer as well as going to get someone higher than me to help with the situation.

4.I would apologize for making the error, ask may I fix it. If that doesn't work I would smile and try to get the manager.


1.I would first ask him how is he today? I wouldn't go on 2 tried toremind him what we are here to do. I would didn't apologize for his bad day buddy had the day before, and ask him to keep in mind about his family that needs him. I would also tried to make sure that throughout the dayI would make sure I gave him a break from the DIS ruptive customers meaning help him out.

2.I think that Cliff just has a lot going on and the fact that the customers are really upset with him he feels bad the customer is not always right.


1.some people forget to leave their personal life outside. Some people come to work stress and when a customer become upset but then it brings up whats going on at at home.

2. I was tried to tell him that he has to come down. I would ask him to take a break. I will also try to make sure that he get his attitude back on track by reminding him that he is here for customer service job, that everything is not to be taken personally, that the people are just mad at the product and not him, and that everything will be ok.

Other Papers Like Chapter 7 Customer Service and Effectivness

Effective Training Program Influence Service Quality and Customer Satisfaction

3594 words - 15 pages | | Absolutely Agree | 6 | 20.0 | | Total | 30 | 100.0 | Effective training will influence service quality and customer satisfaction. 96.6% of respondent agree that effective training will influence both service quality and customer satisfaction. If employee given effective training will be able to provide better service and have better working habits. | | Frequency | Percent | Valid | Slightly Disagree | 7 | 23.3 | | Slightly

Service Quality And Customer Satisfaction In Pharmacy Industry

6141 words - 25 pages customer satisfaction. Service quality and customer satisfaction are very important for companies for both small and big companies, but especially for companies which are operating under highly competitive environment. Today competition between companies is growing all the time and that is why service quality is becoming more and more important. When a company manages to serve its customers well enough and make them happy company can create

Relationships Between Organizational Citizenship Behaviors, Efficiency, and Customer Service Perceptions in Taiwanese Banks

770 words - 4 pages RELATIONSHIPS BETWEEN ORGANIZATIONAL CITIZENSHIP BEHAVIORS, EFFICIENCY, AND CUSTOMER SERVICE PERCEPTIONS IN TAIWANESE BANKS ABSTRACT Organizational citizenship behaviors (OCB) describe actions in which employees are willing to go above and beyond their prescribed role requirements. Prior theory suggests and some research supports the belief that these behaviors are correlated with indicators of organizational effectiveness. Studies have

Case Study Chapter 7 – Apple, Google And Microsoft Battle For Your Internet Experience

510 words - 3 pages CASE STUDY CHAPTER 7 – APPLE, GOOGLE AND MICROSOFT BATTLE for your Internet Experience 1. Google’s biggest advantage is the Internet search holding close to 80% of the entire market. Their business model doesn’t depend on the actual products, but rather the service they offer and the profits are mostly generated through advertising. Apple is the leader in mobile software applications. Apple App Store offers 1.2 million (July 2014

Scr Case Sims Chapter 5 and 7

562 words - 3 pages care of what you need. I’m at my desk. TASK 3 Jesse, Enclosed you will find the Sequence Diagram for registration. Let me know if this is correct. Thanks TASK 4 Jesse, Enclosed you will find the State Transition Diagram For Students. Let me know if this is what you were looking for. Session 7 : Development strategies TASK 3 Jesse, Enclosed is a copy of the output of the Payback Analysis, ROI, and Present Value Computations of the TIMS

D2- Asess the Impact of Different Sales Techniques and Customer Service

763 words - 4 pages P1 - The processes involved in recruitment planning I have chosen to look at Cheadle College and Tesco for my businesses. October 2004 the college changed its name to CAMSFC (Cheadle and Marple Sixth Form College.It was the largest further education college in the country in 2004, with around 9001 students. In 2011, the college commenced a consolidation of the two sites in Marple, entering into talks with Asda, aiming to sell the Hibbert Lane

Managing Market Information

1517 words - 7 pages Marketing Information Needs MIS provides information to the company’s marketing and other managers and external partners such as suppliers, resellers, and marketing service agencies Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall Chapter 4- slide 7 Assessing Marketing Information Needs Characteristics of a Good MIS • Balancing what the information users would like to have against what they need and what is feasible to offer

New Product Management

984 words - 4 pages really bring this chapter into the 21st century as more firms adopt this as a routine way to find and solve customer problems. Other discussions, such as problem analysis and brainstorming, have been updated. Preface vii 6. The discussion of A-T-A-R models in Chapter 8 has been improved in pre-sentation and generally cleaned up; also, all commodity volume (ACV) is included as an alternate measure of availability. 7. Chapter 9 adds a new section on


920 words - 4 pages 1. Explain customer-perceived value. Customer-perceived value can best be described as the difference between any customer's assessment of the benefits verses the costs associated with any product or a service, along with the perceived substitutes. It is based on this resulting excess benefits that the customer decides to purchase a product. Total customer benefits consists of three things namely Economic benefits, Functional benefits and

Organisation & Behaviour

4013 words - 17 pages training leads to having the managers and employees who have a wide range of knowledge, the perfect skills in team work and motivates people to work harder with the best performance in the organisation. As a result, the skillful employees can provide excellent customer service with better performance because of better training. Therefore, this type of structure has a positive impact on the performance within the organisation. The culture of Marks

Example Of Proposal

9563 words - 39 pages factor explaining the service quality in the Islamic banking system in Malaysia by using of difference among customer expectation and perception. This research will focus on determine how Islamic banks can meet customer expectation and perception regarding Islamic bank. Besides, this research consists of three chapter, in chapter 1 will study about the research background, problem identified, research objectives, develop questioner, significance and

Related Essays

Banking Service And Customer Satisfaction Essay

5778 words - 24 pages [13], [7], or providing the customer with what he wants, when-he wants it, and at acceptable cost, within the operating constraints of the business", and providing a better service than the customer expects". [14], [24], [12]. Additionally, a number of definitions refer to the importance of the clients/customer's expectations of quality were introduced [11], [23], [14], [15], [16]. Customer's expectations of quality were found to be influenced

Customer Service Principles And Practices Essay

1799 words - 8 pages Introduction Hello my name is Hannah Lewis I am currently studying an advanced certificate in Business, as part of my customer service module I have to select a Business and prepare a comprehensive evaluation of its organisational structure and analyse the impact of their customer service principles and practices. The Business I have Chosen is a Family run Bar and Restaurant Called Teac Sean Ruas. This business is located in a seaside tourist

Administrative And Customer Service Skills Essay

1150 words - 5 pages me Career Objective: To utilize my administrative and customer service skills, experience and knowledge while contributing to the success of the corporation. Education: Pinellas Technical Education Center - Certificate in Customer Service - 10/1997 St. Petersburg College - Seeking Degree in Business Administration - 05/2004-04/2007 Summary of Qualifications *Excellent written and oral communication skills * Detail

Marketing Tools And Customer Service Evaluation

1189 words - 5 pages , Pyramid Collection, and JC Penny, and will evaluate the customer service of all sites.American EagleAmerican Eagle markets their clothing line through stores and online websites. The online website has many marketing aspects to it. The initial webpage is used as a marketing tool. Their clothing line is geared toward a younger market, so they use young actors in their ads. Another marketing tool they use is free shipping if you purchase a certain