Student Name: Mariana Ramirez Date: 06/30/2021
Final Exam Review
Customer Relations
SSI 2021
Mrs. Alma Perez Lopez
Chapter 1
Define Customer Service: Customer Service is the process of satisfying the customer, relative to a
product or service, in whatever way the customer defines his or her need, and having that service
delivered with efficiency, compassion, and sensitivity.
Distinguish between External and Internal Customers:
Identifying the Customer:
EXTERNAL CUSTOMER: Customers whose needs we traditionally think of serving, who purchase
and use a company’s products and services.
INTERNAL CUSTOMER: People or departments within a company that rely on colleagues to provide
the support they need to serve their own internal and external customers.
What is the difference between Traditional and Exceptional Customer Service?:
EXCEPTIONAL CUSTOMER SERVICE is the unconditional commitment to giving the highest level
of product or service to every person, regardless of the circumstances. It doesn't matter if the customer is
at fault for the issue.
TRADITIONAL CUSTOMER SERVICE is a little tougher to nail down; it used to be thought of as
interactions with a human. But younger generations may not see anything ''non-traditional'' about dealing
with technological means; it's all in what we're used to.
What is a CSR?: A Customer-Centric Customer Service Representative understands how
important it is to value and be respectful of the customer’s point of view.
, Student Name: Mariana Ramirez Date: 06/30/2021
Chapter 2
Personality types:
Customer Personalities:
TYPES
Analytical: Driver: Results- Amiable: Expressive:
Systematic, well- oriented, practical, in Supportive, Outgoing,
organized, deliberate. control. loyal, easy-going. creative,
impulsive.
Generational differences:
Having an awareness of a customer’s generation and knowing that generation’s service preferences lead
to great customer service.
Good service must be seen from a customer’s point of view.
CSRs must be willing to adapt their personal styles to meet their customers’ needs.
FIVE GENERATIONS
Matures: Baby Generation X: Generation Y: Generation Z:
Born prior to Boomers: Born between Born between Born after
1946: Strong Born between 1965 and 1981: 1981 and 1990: 1990: Self-
work ethic, 1946 and Resourceful, self- Confident, directed,
responsible, 1964: reliant, highly ambitious, creative, process
conservative Idealistic, adaptive. technologically information at
spenders. competitive, savvy. lightning speed.
questions
authority.
Chapter 3
Moment of truth: True empowerment results in the elimination of nearly all multilevel problem
solving that involves management.
What is empowerment?: Is the practice of giving somebody power or authority.
Empowering employees with the resources and trust to solve customer concerns is a critical
component to making a great first impression.
Final Exam Review
Customer Relations
SSI 2021
Mrs. Alma Perez Lopez
Chapter 1
Define Customer Service: Customer Service is the process of satisfying the customer, relative to a
product or service, in whatever way the customer defines his or her need, and having that service
delivered with efficiency, compassion, and sensitivity.
Distinguish between External and Internal Customers:
Identifying the Customer:
EXTERNAL CUSTOMER: Customers whose needs we traditionally think of serving, who purchase
and use a company’s products and services.
INTERNAL CUSTOMER: People or departments within a company that rely on colleagues to provide
the support they need to serve their own internal and external customers.
What is the difference between Traditional and Exceptional Customer Service?:
EXCEPTIONAL CUSTOMER SERVICE is the unconditional commitment to giving the highest level
of product or service to every person, regardless of the circumstances. It doesn't matter if the customer is
at fault for the issue.
TRADITIONAL CUSTOMER SERVICE is a little tougher to nail down; it used to be thought of as
interactions with a human. But younger generations may not see anything ''non-traditional'' about dealing
with technological means; it's all in what we're used to.
What is a CSR?: A Customer-Centric Customer Service Representative understands how
important it is to value and be respectful of the customer’s point of view.
, Student Name: Mariana Ramirez Date: 06/30/2021
Chapter 2
Personality types:
Customer Personalities:
TYPES
Analytical: Driver: Results- Amiable: Expressive:
Systematic, well- oriented, practical, in Supportive, Outgoing,
organized, deliberate. control. loyal, easy-going. creative,
impulsive.
Generational differences:
Having an awareness of a customer’s generation and knowing that generation’s service preferences lead
to great customer service.
Good service must be seen from a customer’s point of view.
CSRs must be willing to adapt their personal styles to meet their customers’ needs.
FIVE GENERATIONS
Matures: Baby Generation X: Generation Y: Generation Z:
Born prior to Boomers: Born between Born between Born after
1946: Strong Born between 1965 and 1981: 1981 and 1990: 1990: Self-
work ethic, 1946 and Resourceful, self- Confident, directed,
responsible, 1964: reliant, highly ambitious, creative, process
conservative Idealistic, adaptive. technologically information at
spenders. competitive, savvy. lightning speed.
questions
authority.
Chapter 3
Moment of truth: True empowerment results in the elimination of nearly all multilevel problem
solving that involves management.
What is empowerment?: Is the practice of giving somebody power or authority.
Empowering employees with the resources and trust to solve customer concerns is a critical
component to making a great first impression.
