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13 Cards in this Set
- Front
- Back
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consistent quality service |
In order to be competitive, companies in the retail and service industry must deliver excellent customer service on a consistent basis. Consistent customer service allows the customer to trust the company, knowing that she will receive good service not just sometimes but every time. |
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critical moment |
A critical moment is a |
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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 |
is a term frequently used in marketing. 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 |
a period of time when a customer interacts with a service. |
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customer-focused employee |
means you are focused more on making the customer happy then you are being their just for the pay check.
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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 |
is a way companies promote them selves with no cost or effort but can't control what is said. |
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quality service |
is a comparison of expectations with performance. A business with high service quality will meet customer needs whilst remaining economically competitive. Improved service quality may increase economic competitiveness. |
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service |
the action of helping or doing work for someone. |
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service encounter |
certain service encounters have a |
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word of mouth |
a type of publicity y is the |
