CSF L1,2,3,5,6,7 Test hint

What is the difference between internal and external customers?

Internal customers are coworkers + employees within the same organization,

while external customers are those who purchase products or services, or resellers

What are some strategies for working with internal customers?

Stay connected with staff,

meet commitments on time,

address emotions directly,

build a positive reputation,

and adopt a good-neighbor policy;

• Avoid gathering of friends and loud conversations in shared space,

• grooming + hygiene,

• X overdo of forward calling,

• don’t pass personal problems to others,

• avoid office politics + gossip, r

• eady to help ,

• be truthful

What are the four behavioral styles of customers?

1. Decisive: assertive with clear wants.

2. Inquisitive: detail-oriented and fact-seeking.

3. Rational: easygoing and conflict-averse.

4. Expressive: sociable and impulsive.

How should you communicate with a decisive customer?

Be knowledgeable,

minimize small talk,

focus on needs,

and listen carefully.

How should you communicate with an expressive customer?

Acknowledge their emotions,

be friendly, keep focus,

and encourage decision-making.

What are the two main types of service delivery systems?

1. Direct system: customers interact with people.

2. Indirect system: customer needs met through self-service technology.

What is third-party delivery (outsourcing), and what are its advantages and disadvantages?

Outsourcing involves using external organizations for roles like HR;

• advantages include cost savings $,

• while disadvantages include loss of employee loyalty.

What are the advantages of technology in customer service?

Extends presence through online platforms,

frees employees from repetitive tasks,

and offers customer convenience.

What are the disadvantages of technology in customer service?

High costs,

need for staff training,

and potential technology failures.

What is Customer Relationship Management (CRM)?

CRM is the process of identifying, attracting, differentiating, and retaining customers

for loyalty + stronger relationships.

What are the benefits of CRM?

Reduced marketing costs,

increased marketing effectiveness, improved ROI,

and enhanced customer loyalty.

How can you make a customer feel appreciated?

Exceed service expectations,

remember special details,

and personalize the service.

What are some examples of negative communication to avoid?

Unclear terms,

global terms,

false statements,

and finger-pointing.

How can you communicate positively with customers?

Focus on customers as individuals,

use customer-focused language,

maintain eye contact,

listen carefully,

and be specific.

What is nonverbal communication?

Nonverbal communication involves unspoken signals such as body language, vocal cues, appearance, and environmental cues.

What are some key components of body language?

Eye contact

• 3-5 sec, too less = disinterested,dishonest,lack of confidence

posture

• cross armed = close minded, uncooperative

• leaning forward = interested in the discussion

facial expressions,

• smiling = friendliness + acceptance

• Might be used to hide nervousness,embarrassment or cheating

Nodding

• = agreement

• too much = no opinion

• X mix understanding w/ aggreement

gestures

• waving hand = attract attention

• pointing finger = indicate anger

• use wisely to make point clear

How can appearance and grooming impact nonverbal communication?

Cleanliness + professionalism in clothing influence perceptions.

What are the strategies for improving nonverbal communication?

Seek out nonverbal cues:

• look at groups of nonverbal behavior + the language going along with them instead of individual signals

  
  

Confirm your perceptions by asking for clarification:

• You should also get information from a variety of sources to increase accuracy of feedback.

  
  

Analyze your understanding of nonverbal cues:

• avoid stereotypes + biases. The way you view certain situations (your attitude) might negatively affect your ability to provide professional service.

Focus on others:

• Understand them better by trying to collect information about them, by listening to them actively, + imagining how you would feel in their situation.

What are the key tips for providing effective feedback?

Give feedback immediately,

be clear,

stay objective,

ensure accuracy,

use consistent messages,

and avoid negativity.

What is the difference between assertive and aggressive behavior?

• Assertive behavior is confident + respectful;

• aggressive behavior is hostile + damaging.

What are some strategies for handling conflict?

Stay objective,

remain calm,

address conflicts early,

be flexible, and clarify communication.

What are some common causes of conflict?

Conflicting values,

personal style differences,

differing perceptions,

poor communication,

unrealistic goals,

and resource opposition.

How can you restore relationships after a conflict?

Address conflicts early,

remain calm,

be flexible,

clarify communication,

and seek mediation if needed.