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8 Cards in this Set
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- Back
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Define Customer Service |
The ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customer customers in a manner that satisfies identified and ultimately results in positive word of mouth-of-mputh publicity and return business. |
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Customer service involves knowledgeable, capable and enthuastic employees delivering ______and ______ to both ________ and _____ customers in a manner that satisfies i detified needs and unidentified need. |
Customer service involves knowledgeable, capable and enthuastic employees delivering products and services to both external and internal customers in a manner that satisfies i detified needs and unidentified need. |
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___________ ______________ describes individuals from earlier customer service days who made, bartered or sold items from their home for a particular target market |
Cottage industries describes individuals from earlier customer service days who made, bartered or sold items from their home for a particular target market |
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According the the text " Growth in the service sector us driven by increasing demand for ___________ ,___________, _____and ______." |
According the the text " Growth in the service sector us driven by increasing demand for imformation, wholesale and retail trade, health care and social assistance and professional and business services." |
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What societal factors have affected customer service? |
Global economic shift Shifts in population Increased technology efficiency Globalization Deregulation Geopolitical |
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What are some of the consumer behavior shifts that have occurred within the last 10-20 years? |
New Mindsets Expectations |
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What are six components of a customer service environment ? |
The customer Organizational culture Human resource Products and deliverables Delivery system Service |
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What is the service industry? |
A term that is used to describe businesses and organizations that are engaging primarily in service delivery. |
