Final Exam

Final Exam - Service 1. Poor Servicea. Untimely (we are a...

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Service 1. Poor Service- a. Untimely (we are a fast society) b. Impolite c. Uncaring d. Bigotry e. Being ignored f. Prejudice g. Rude h. Inattention i. Rules: that upset the customer j. The run-around k. Technical issues (accident, stupid people) l. Arguing with the customers m. You want a very low rate of failure 2. Neutral a. Technical issues (Back-up system) b. Don’t argue c. Recognition that customer is there d. Be polite/professional e. Caring f. Not ignoring/paying attention
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g. Treat everyone the same h. Nice, respectful, polite i. On-time/prompt j. Common sense rules k. Transferring to one person (specialist) 3. Outstanding a. Technical issues (zero failure, everyone knows what they’re doing) b. Empathy towards the customer c. Customer focus d. Genuine friendliness e. Undivided attention f. Recognition (knowing names) g. Same as minimal (treat everyone the same) h. Anticipation/ahead of schedule i. Empowerment (taking charge/employees making decisions) j. They “own the problem”
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Final Exam - Service 1. Poor Servicea. Untimely (we are a...

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