customer service-Exam Questions with Verified
Correct Answers | Guaranteed A+
What is the formula for customer service? - ✔✔customer service = performance -
expectation
Why do we need satisfied customers? - ✔✔1. Experience less hassle -> the likelihood
of expending less time and resources dealing with them
2. Have a greater likelihood of both positive word-of-mouth (and hence referrals) ->
they are more likely to be a repeat purchaser sometime in the future
Why do we need good customer service? - ✔✔it is important to have a good
customer service in order to have good and satisfied customers
What is an expectation? - ✔✔strong belief that something will happen or be the case
in the future; a belief that someone will (or should) achieve something
- Aka assumption or presumption
How are expectations set? - ✔✔It is critical that you set the expectations, not the
homeowners
tips:
1. Be honest in your marketing - create fair and reasonable expectations
2. Eliminate unpleasant surprises - be up front and do not hide behind the fine print
3. Proactively educate your customers
4. Apologize when a mistake is made, and make amends
,What are the values that homeowners want? - ✔✔1. Functionality: qualities of your
product/service
2. Emotionality: how you product/service makes the customer feel
3. Influence: how you product/service impacts/affects the life of the customer
4. Social impact: how your product/service impacts/affects the life of others
What are customer behaviours? - ✔✔activities of customers as they interact with a
business before, during, and after their purchase of the product
- Focus on how these behaviours are affected by emotions, attitudes, and preferences
What are some customer behaviours? - ✔✔1. Motivation (needs and wants)
2. Perceptions (quality, reputation, value, and risk)
3. Purchase decision process
4. Their sensitivity to price
5. Customer loyalty
6. How they evaluate the product post-purchase
,What are other ways to think about customer service? - ✔✔1. Process: customer
service is neither a simple event nor a transaction; rather, it involves a series of specific
activities
2. About customer expectations: customer service is about setting expectations and at
least meeting them, ideally exceeding them
3. About customer satisfaction: by meeting/exceeding these previously stated
expectations, customer service will result in a satisfied customer
What are some additional considerations regarding what customer service is about? -
✔✔1. Reliability
2. Assurances
3. Tangibles
4. Empathy
5. Responsiveness (on a timely basis and positively)
6. Golden Rule
7. Communication
8. Teamwork
9. Policies and procedures
Describe the additional perspective of customer service - ✔✔1. Customer service is a
measure of business/company success
2. Customer service is an attitude and a mindset
, 3. Successful homebuilders build relationships and is a quality service provider
Describe the importance of customer service. - ✔✔Customers rate customer service
as the second most important single reason for dealing with a company - surpassed only
by "value for money (price)"; "quality" ranked fourth
Approximately 80% of customers believe that smaller companies place greater emphasis
on customer service than do larger companies
Approximately 59% of customers would try a new company for a better customer
service experience
Explain old vs new customers in terms customer service - ✔✔It costs 6-7 times more
to get a new customer than to keep an existing one
Business has 60-70% chance of selling an existing customer while only a 5-20% chance
of selling to a new one
Repeat customers will spend 67% more than new customers
Repeat customer's overall loyalty can be worth 10 times as much as their initial
purchase
Explain the stats of bad customer service - ✔✔Approximately 66% of customers who
switch companies do so because of bad customer service
Unsatisfied customers will tell twice as many other people about their bad customer
service experience (~20 people) than satisfied customers will (~9-12 people)
Correct Answers | Guaranteed A+
What is the formula for customer service? - ✔✔customer service = performance -
expectation
Why do we need satisfied customers? - ✔✔1. Experience less hassle -> the likelihood
of expending less time and resources dealing with them
2. Have a greater likelihood of both positive word-of-mouth (and hence referrals) ->
they are more likely to be a repeat purchaser sometime in the future
Why do we need good customer service? - ✔✔it is important to have a good
customer service in order to have good and satisfied customers
What is an expectation? - ✔✔strong belief that something will happen or be the case
in the future; a belief that someone will (or should) achieve something
- Aka assumption or presumption
How are expectations set? - ✔✔It is critical that you set the expectations, not the
homeowners
tips:
1. Be honest in your marketing - create fair and reasonable expectations
2. Eliminate unpleasant surprises - be up front and do not hide behind the fine print
3. Proactively educate your customers
4. Apologize when a mistake is made, and make amends
,What are the values that homeowners want? - ✔✔1. Functionality: qualities of your
product/service
2. Emotionality: how you product/service makes the customer feel
3. Influence: how you product/service impacts/affects the life of the customer
4. Social impact: how your product/service impacts/affects the life of others
What are customer behaviours? - ✔✔activities of customers as they interact with a
business before, during, and after their purchase of the product
- Focus on how these behaviours are affected by emotions, attitudes, and preferences
What are some customer behaviours? - ✔✔1. Motivation (needs and wants)
2. Perceptions (quality, reputation, value, and risk)
3. Purchase decision process
4. Their sensitivity to price
5. Customer loyalty
6. How they evaluate the product post-purchase
,What are other ways to think about customer service? - ✔✔1. Process: customer
service is neither a simple event nor a transaction; rather, it involves a series of specific
activities
2. About customer expectations: customer service is about setting expectations and at
least meeting them, ideally exceeding them
3. About customer satisfaction: by meeting/exceeding these previously stated
expectations, customer service will result in a satisfied customer
What are some additional considerations regarding what customer service is about? -
✔✔1. Reliability
2. Assurances
3. Tangibles
4. Empathy
5. Responsiveness (on a timely basis and positively)
6. Golden Rule
7. Communication
8. Teamwork
9. Policies and procedures
Describe the additional perspective of customer service - ✔✔1. Customer service is a
measure of business/company success
2. Customer service is an attitude and a mindset
, 3. Successful homebuilders build relationships and is a quality service provider
Describe the importance of customer service. - ✔✔Customers rate customer service
as the second most important single reason for dealing with a company - surpassed only
by "value for money (price)"; "quality" ranked fourth
Approximately 80% of customers believe that smaller companies place greater emphasis
on customer service than do larger companies
Approximately 59% of customers would try a new company for a better customer
service experience
Explain old vs new customers in terms customer service - ✔✔It costs 6-7 times more
to get a new customer than to keep an existing one
Business has 60-70% chance of selling an existing customer while only a 5-20% chance
of selling to a new one
Repeat customers will spend 67% more than new customers
Repeat customer's overall loyalty can be worth 10 times as much as their initial
purchase
Explain the stats of bad customer service - ✔✔Approximately 66% of customers who
switch companies do so because of bad customer service
Unsatisfied customers will tell twice as many other people about their bad customer
service experience (~20 people) than satisfied customers will (~9-12 people)
