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13 Cards in this Set
- Front
- Back
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Consistent Quality Service |
A person who is consistent in his actions is considered trustworthy, reliable and dependable. |
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Critical Moment |
Time when the customer's experience makes a bigger impact on customer satisfaction than at other times. |
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Customer |
A person or organization that buys goods or services from a store or business. |
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Customer Satisfaction |
It is a measure of how products and services supplied by a company meet or surpass customer expectation. |
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Customer Service |
The assistance and advice provided by a company to those people who buy or use its products or services. |
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Customer Service Encounter |
Helping a customer. |
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Customer-Focused Employee |
As a view on how goals are made, policies are implemented, and employees are trained |
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Guest |
A person who is invited to visit the home of or take part in a function organized by another. |
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Publicity |
The giving out of information about a product, person, or company for advertising or promotional purposes. |
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Quality Service |
A comparison of expectations with performance. |
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Service |
The action of helping or doing work for someone. |
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Service Encounter |
Transactional encounters in which a person provides a service. |
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Word of Mouth |
Free Publicity |
