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10 Cards in this Set
- Front
- Back
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self-sufficiency |
happens when customers use systems in place to meet their own service needs at a level that results in satisfaction |
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difference between co-production and self sufficiency |
co-production typically takes place at a designated place or time self-sufficiency is available a@ customer convenience self-sufficiency gives customer additional independence |
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guidelines for system design |
identify-area in need of new procedure list-steps necessary to create/improve system review-mission and purpose statement to stay on track seek- to empower providers and customers create-culture that supports empowerment Evaluate- system's effectiveness |
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methods of communication |
listening writing talking reading nonverbal |
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7 steps to answer a phone call |
smile answer enthusiastically and professionally ask questions give answers and assistance thank caller conclude call in positive manner follow up on call |
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good listener |
conveys sincerity dont interject thoughts nod head dont finish sentence for speaker lean towards speaker share positive comments |
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customer intelligence |
process of gathering info, building a historical database and developing an understanding of current, potential and lapsed customers |
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relationship marketing |
cultivating a lasting and mutually beneficial connection with customers |
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customer service system |
set of procedures that contributesto the completion of customer service |
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smart |
goals |
