Ch 2 The Challenges of Customer Service
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Customer needs, own strengths and weaknesses, and barriers to good customer service
Elements of success, providers need to know: ________, ________, and ________…
The power of perceptions and expectations
Elements of success, providers need to understand: _________ and __________….
Own credibility and sense of values
Elements of success, providers need to maintain: _____________…
Uncontrolled
Management’s philosophies is a ________ barrier to excellent customer service…
Uncontrolled
Difficulty for a customer to speak to someone who can help them, is a ________ barrier to excellent customer service..
Uncontrolled
Poor/unreliable equipment is a ________ barrier to excellent customer service..
Uncontrolled
Restrictive company policies is a ________ barrier to excellent customer service..
Uncontrolled
Difficulty understanding warranties and manuals is a ________ barrier to excellent customer service..
Uncontrolled
Out of date procedures is a ________ barrier to excellent customer service..
Uncontrolled
Not understanding value of customer service is a ________ barrier to excellent customer service..
Controlled
Laziness is a ________ barrier to excellent customer service..
Controlled
Poor communication skills is a ________ barrier to excellent customer service..
Controlled
Poor time management is a ________ barrier to excellent customer service..
Controlled
Attitude is a ________ barrier to excellent customer service..
Controlled
Moodiness is a ________ barrier to excellent customer service..
Controlled
Lack of adequate training is a ________ barrier to excellent customer service..
Controlled
Inability to handle stress is a ________ barrier to excellent customer service..
Controlled
Insufficient authority is a ________ barrier to excellent customer service..
Controlled
Servicing customers on autopilot is a ________ barrier to excellent customer service..
Controlled
Inadequate staffing is a ________ barrier to excellent customer service..
Periodic self-evaluations to assess their effectiveness
Customer service providers must perform: _________…
Areas that need improvement
Customer service providers must identify: __________…
Willing to make the necessary changes
Customer service providers must Be: ____________…
Themselves so they don’t slip back into old habits
Customer service providers must Monitor: _________…
Perceptions
_______ is the way that we see something based in our experience, glass half full? Everyones ________ are different…
Perceptions
_______ are developed over a period of time based on: values, beliefs, experience, prejudices and sensitivity to others…
Rational
Perception is not based on _______ ideas, but may be influenced by momentary emotions…
Expectations
_________ is our personal vision of the result that will come from our experience, it could be positive or negative…
Perceptions
Expectations are usually based on our _______…
Easier and less
What customers expect is frequently ______ and _____ costly to provide than we think…
Primary expectations
________ this level of expectation is the customer's most basic requirement of an interaction, at the pharmacy?
Secondly expectations
________ this level of expectation is the expectation is based on our previous experiences that are enhancements to our primary, at the pharmacy?…
Unique
Every customer has his/her _______ set of expectations…
Scope of influence
__________ our ability to influence others based on our perceptions or experiences…
Internet
Our scope of influence is greatly increased with the _______, with the popularity of Facebook, Twitter, and other social networking opportunities….
Scope
Each person’s _________ is different….
7 to 15
Each person influences between _______ people (some people influence more people than other)…
Objective
Scope of influence is not ________…
Word of mouth
We freely share positive and negative experiences, negative or inaccurate info is very difficult to retract sufficiently to repair reputations, so Scope of Influence = _________…
Reputation management
_________ the process of identifying how a company is perceived and establishing an action plan to correct, maintain, or enhance the company's reputation….
Good
A _______ reputation is built over a period of time…
What it promises (image) vs what the company actually delivers (reputation)
How can a company have a good image but not a good reputation?…
Good
A company with a ______ reputation: is very responsive to customers…
Good
A company with a ______ reputation: is a company you can trust…
Good
A company with a ______ reputation: delivers on its promises to customers…
Good
A company with a ______ reputation: provides excellent value to customers…
Good
A company with a ______ reputation: has excellent communications…
Good
A company with a ______ reputation: is ethical and honest…
Good
A company with a ______ reputation: conducts business in a human/caring way…
Good
A company with a ______ reputation: has excellent top management…
Good
A company with a ______ reputation: is able to adapt to changes in the industry…
Good
A company with a ______ reputation: is a good citizen…
Good
A company with a ______ reputation: is a progressive company…
Good
A company with a ______ reputation: is cooperative…
Good
A company with a ______ reputation: Has a record of strong financial performance…
Good
A company with a ______ reputation: treats employees with respect…
Good
A company with a ______ reputation: is a technological leader in the industry…
Good
A company with a ______ reputation: is committed to the environment…
Good
A company with a ______ reputation: complies with state/federal regulations…
Good
A company with a ______ reputation: is successful in diversifying operations…
Familiar with ur customers
Techniques for exceeding customers expectations become: ________
Ur customers bout their expectations
Techniques for exceeding customers expectations ask: _________…
Ur customers what they can expect
Techniques for exceeding customers expectations tell: _________…
Up to their expectations…
Techniques for exceeding customers expectations live: ___________…
Consistency
Techniques for exceeding customers expectations maintain: _________…
With patient's preferred method
Techniques for exceeding customers expectations communicate: ____________…
How credible we are to others
How believable we are + how reliable we are = ________…
Credibility
__________ is made up of a combination of our current knowledge, reputation, and professionalism…
Consistency
Keys to credibility practice: _________…
Ur word
Keys to credibility keep: _______…
Ur expertise
Keys to credibility develop: ___________…
A teammate with ur coworkers
Keys to credibility become: ___________…
Ur dedication to customers
Keys to credibility show: __________…
All customers and coworkers with same level of respect
Keys to credibility treat: ________…
If u r wrong
Keys to credibility apologize: ___________…
Credibility is much harder to regain than it is to keep
Keys to credibility remember: ____________…
Values
________ a combination of our beliefs, perceptions, and ideas about the appropriate response to a situation…
Personal values
Customer service provider has ____________…
Values
Corporation has ________…
Company and the individual
Customer service provider must recognize that they represent both the ______ and the _________…
Ethics
________ a set of principles that govern the conduct of an individual or group…
Ethics
________ can be sometimes a difficult/ grey area, its challenging when boss/supervisor expects employee to perform a questionable task, honestly is important, consequences - good or bad actions, not always popular to do the right thing….
Ethics checklist
_______ includes: is it legal? Is it fair? How do I feel about it? Would the court of public opinion find my behaviour incorrect? Am I fearful of what those I trust would say about my actions?
Customer service
It is frequently difficult to measure the financial benefits of customer service. It may be challenging to convince some financial managers of the long term payoffs, this is a _________ issue…
Customer service
Customers have high expectations of what they hope to gain from the people with whom they do business, Frequently customer service providers do not know what those expectations are, this is a __________ issue…
Customer service
Customers have grown accustomed to improved levels of customer service and expect considerable latitude in customer service, but the resulting cost is becoming prohibitive for many businesses, this is a _________ issue…
Customer service
Customers abuse policies because expectations are too high, this is a __________ issue…
Customer service
Technology provides the opportunity for faster responses to customer questions. It also creates the requirement that customer service providers have additional training, this is a __________ issue…
Customer service
Customer service is an opportunity that no professional can afford to ignore, this is a _________ issue…
Customer service
Customer service is frequently the distinguishing difference between two or more companies that offer the same product or service, this is a _______ issue…
For the customer (info)
New trends in customer service include Accessibility: ______________…
Of response
New trends in customer service includes immediacy: ____________…
From customer to customer service provider
New trends in customer service includes Feedback: _____________…
Of all or part of customer service functions
New trends in customer service includes outsourcing: ___________…
Examples of customer service
New trends in customer service includes nontraditional: ____________…