csr exam 3 questions and answers16
Emotion Reducing model - ANSWERS -process from reducing customers emotion in situations
when frustration or anger exists, Customer focused message, emotional issue, customer
focused message, problem solving, customer focused message
Angry customers - ANSWERS -customers who become emotional because either their needs are
not met or they are dissatisfied with the services or products purchased from an organization,
be positive, acknowledge the customers feelings or anger, reassure, remain objective, listen
actively and determine the cause, reduce frustrations
Customer defection - ANSWERS -customers often take their business to competitors when they
feel that their needs or wants are not met or if they encounter breakdown in customer service
or poor quality products
Customer expectations - ANSWERS -the perceptions that customers have when they contact an
organization or service provider about the kind, level and quality of products and services they
should receive
Demanding or domineering customers - ANSWERS -customers who have definite ideas about
what they want and are unwilling to compromise or accept alternative, be professional, respect
the customer, be firm and fair and focus on the customers needs, apologize when necessary,
use the customers name, no raise your voice, tell the customer what you can do and don't focus
on negatives
Difficult customers - ANSWERS -people who challenge a service providers ability to deliver
service and who require special skills and patience
,Dissatisfied customers - ANSWERS -someone who either does not or perceives that he or she
does not receive promised products or services, listen, remain positive and flexible, smile, give
your name, be compassionate and empathize without making excuses, take appropriate action
Indecisive customers - ANSWERS -people who have difficulty making a decision or making a
selection when given choices of products and services, be patient, ask open ended questions,
listen actively, suggest other options, guide decision making
Needs - ANSWERS -motivators or drivers that cause customers to seek out specific types of
products or services. These may be marketing driven, based on advertising they have seen, or
may tie directly to Abraham Maslow's hierarchy of needs theory
Problem solving model - ANSWERS -process used by a service provider to assist customers in
determining and selecting appropriate solutions to their issues, concerns or needs, identify the
problem, compile and analyze the data, identify the alternatives, evaluate the alternatives,
make a decision, monitor the results
Rude or inconsiderate customers - ANSWERS -people who seem to take pleasure in being
obstinate and contrary when dealing with service providers and who seem to have their own
agenda without concern for the feelings of others, remain professional, don't resort to
retaliation
Service breakdowns - ANSWERS -situations when customers have expectations of a certain type
or level of service that are not met by a service provider
Service options - ANSWERS -alternatives offered by service providers when an original request
by a customer cannot be honored because of such restrictions as governmental statutory
regulations, nonavailability of products, or inability to perform as requested
, Strategies for preventing dissatisfaction - ANSWERS -techniques used to prevent a breakdown in
needs fulfillment when you are dealing with customers, THINK LIKE THE CUSTOMER, PAMPER
THE CUSTOMER, RESPECT THE CUSTOMERS, EXCEED EXPECTATIONS
Talkative customers - ANSWERS -customers exhibiting extroverted behavior who are very people
oriented, remain warm and cordial, but focused, ask specific open ended questions, use closed
ended question to control, manage the conversation
Under promise and over deliver - ANSWERS -a service strategy in which service providers strive
for excellent customer service and satisfaction by doing more than they say they will do for the
customer or exceeding customer expectations
Wants - ANSWERS -things that customers typically desire but do not necessarily need
Working with internal customers - ANSWERS -stay connected, meet all commitments, don't sit
on your emotions, build a professional reputation, adopt a good neighbor policy
Strategies for service recovery - ANSWERS -Apologize, apologize and apologize again, take
immediate action, show compassion, provide compensation, conduct follow-up
Diversity - ANSWERS -the characteristics, values, beliefs and factors that make people different,
yet similar
Cultural diversity - ANSWERS -refers to the differences and similarities attributed to various
groups of people within a culture
Platinum rule - ANSWERS -term coined by speaker and author Tony Alessandra related to going
beyond the step of treating customers the way you want to be treated, to the next level of
treating them the way they would like to be treated
Emotion Reducing model - ANSWERS -process from reducing customers emotion in situations
when frustration or anger exists, Customer focused message, emotional issue, customer
focused message, problem solving, customer focused message
Angry customers - ANSWERS -customers who become emotional because either their needs are
not met or they are dissatisfied with the services or products purchased from an organization,
be positive, acknowledge the customers feelings or anger, reassure, remain objective, listen
actively and determine the cause, reduce frustrations
Customer defection - ANSWERS -customers often take their business to competitors when they
feel that their needs or wants are not met or if they encounter breakdown in customer service
or poor quality products
Customer expectations - ANSWERS -the perceptions that customers have when they contact an
organization or service provider about the kind, level and quality of products and services they
should receive
Demanding or domineering customers - ANSWERS -customers who have definite ideas about
what they want and are unwilling to compromise or accept alternative, be professional, respect
the customer, be firm and fair and focus on the customers needs, apologize when necessary,
use the customers name, no raise your voice, tell the customer what you can do and don't focus
on negatives
Difficult customers - ANSWERS -people who challenge a service providers ability to deliver
service and who require special skills and patience
,Dissatisfied customers - ANSWERS -someone who either does not or perceives that he or she
does not receive promised products or services, listen, remain positive and flexible, smile, give
your name, be compassionate and empathize without making excuses, take appropriate action
Indecisive customers - ANSWERS -people who have difficulty making a decision or making a
selection when given choices of products and services, be patient, ask open ended questions,
listen actively, suggest other options, guide decision making
Needs - ANSWERS -motivators or drivers that cause customers to seek out specific types of
products or services. These may be marketing driven, based on advertising they have seen, or
may tie directly to Abraham Maslow's hierarchy of needs theory
Problem solving model - ANSWERS -process used by a service provider to assist customers in
determining and selecting appropriate solutions to their issues, concerns or needs, identify the
problem, compile and analyze the data, identify the alternatives, evaluate the alternatives,
make a decision, monitor the results
Rude or inconsiderate customers - ANSWERS -people who seem to take pleasure in being
obstinate and contrary when dealing with service providers and who seem to have their own
agenda without concern for the feelings of others, remain professional, don't resort to
retaliation
Service breakdowns - ANSWERS -situations when customers have expectations of a certain type
or level of service that are not met by a service provider
Service options - ANSWERS -alternatives offered by service providers when an original request
by a customer cannot be honored because of such restrictions as governmental statutory
regulations, nonavailability of products, or inability to perform as requested
, Strategies for preventing dissatisfaction - ANSWERS -techniques used to prevent a breakdown in
needs fulfillment when you are dealing with customers, THINK LIKE THE CUSTOMER, PAMPER
THE CUSTOMER, RESPECT THE CUSTOMERS, EXCEED EXPECTATIONS
Talkative customers - ANSWERS -customers exhibiting extroverted behavior who are very people
oriented, remain warm and cordial, but focused, ask specific open ended questions, use closed
ended question to control, manage the conversation
Under promise and over deliver - ANSWERS -a service strategy in which service providers strive
for excellent customer service and satisfaction by doing more than they say they will do for the
customer or exceeding customer expectations
Wants - ANSWERS -things that customers typically desire but do not necessarily need
Working with internal customers - ANSWERS -stay connected, meet all commitments, don't sit
on your emotions, build a professional reputation, adopt a good neighbor policy
Strategies for service recovery - ANSWERS -Apologize, apologize and apologize again, take
immediate action, show compassion, provide compensation, conduct follow-up
Diversity - ANSWERS -the characteristics, values, beliefs and factors that make people different,
yet similar
Cultural diversity - ANSWERS -refers to the differences and similarities attributed to various
groups of people within a culture
Platinum rule - ANSWERS -term coined by speaker and author Tony Alessandra related to going
beyond the step of treating customers the way you want to be treated, to the next level of
treating them the way they would like to be treated
