Ch 1 Customer service

Customer service

________ is anything we do for the customer that enhances the customer experience…

Customer satisfaction

What is the goal of customer service?…

Why customer service is important

_______: its free, it’s the most effective way to market ur business, it keeps patients coming back, it promotes positive relationships w/ patients, and u get more sophisticated customers…

Sophisticated customer

_______ is the type of customer that is educated about products and services and they expect more…

Customer satisfaction

________: is a overall feeling of contentment with a customer interaction, it’s expectations vs perceptions, always reduce the patient’s stress…

Bc someone could be having a bad day, but u hv to push thru

Why is customer service so rare?

_______: can be bc of unwillingness to commit, lack of empowerment, no follow-up to see if patient is satisfied, costly to provide a good customer service program, lack of proper training, may not meet needs of client (I.e. outdated programs/policies), patients are better informed by (technology), never ending task, mgmt should be evaluating and updating customer service programs…

Become a customer yourself

Best way to be a better customer service provider is to __________…

Service, price, quality, action, appreciation

Needs of every customer: _______, _________, ________, _______, ________…

Service

________: this customer need is the customers expectations drive the level of ______ needed, like large purchase = larger _______ needed (buying a house takes months)…

Price

________: this customer need is a competitive business, $$$ is very important to ppl, online shopping can hv more options for consumers…

Quality

_______: this customer need is if its products r durable and long lasting, manufacturers must produce product ______ that satisfies customers, the reputation of the company is important…

Action

_______: this customer need is customer appreciate _____ when a problem or question arises, toll free customer assistance lines/websites, etc, flexible return policies, customer carry-out services, patients need to feel important, emotions are what decides whether service was good or bad, make sure each customer feel as if they r the priority, isn’t easy, (focus on whose in front of u not a rx from 20min ago when they leave u can)…

Appreciation

_______: this customer need is saying Thank you to patients via words and actions, preferred customer mailing lists, informational newsletters, special discounts, courtesy, name recognition, letting patients know that we r glad that they r doing business w/ us, Don’t forget that a person’s greatest emotional need is feeling _________…

External customers

______ are obvisiously the patient’s, others could be the receptionist at the Dr office, hcps, staff at other pharmacies, pco person ppl u encounter can used wom to recommend u or not, these ppl all hv the power to enhance ur reputation, so u want a good relationship w/ them all…

Internal customers

_______ r ppl we work w/ in our organization, important for success of company, need them to know how important they r, respect them at all times, r as important as external customers, develop positive relationship w/ external, know what needs of ________ r & try to meet them, mgmt has to create a good work environment, when we meet needs of ______ we ensure good external service & good working conditions internally, ask “how u can help” ur coworkers when ur down ur own tasks...

Demographic, Psychographic and firmographic info

How we can categorize customers are these 3 customer attributes: _______, _________, ________…

Demographic

________: this customer attribute are the characteristics, they're straight forward and basic info like: age, income, martial status, education, stage in the family life cycle, home ownership, sex, postal code, occupation, household size, mobility patterns, ethnic background and religion…

Psychographic

_________: this customer attribute is a more thorough picture of the customer like: lifestyles, modes of living, needs, motives, attitudes, reference groups, culture, social class, family influences, hobbies, political affiliation, etc…

Firmographic

_________: this customer attribute is the characteristics of a company like: Number of employees, type of business, retail, wholesale, or device provider, it’s hours of operation, etc…

Current $$$, jobs, reputation, and future business

The cost of losing a customer includes: loss of _______, _______, _______, and _______…

Little

It takes _______ effort to lose a customer…

10

They say that: For every loyal customer u may lose, u need ____ new customers to find a replacement…