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These flashcards cover the key vocabulary and concepts from the customer service assessment, focusing on the root elements of service, internal customer relations, and strategies for maintaining loyalty.

Root elements of service

The three components essential to service: Knowledge, abilities and character.

Customer service behaviors

Actions that, if manipulated without adjusting underlying attitudes, will not result in long-term customer satisfaction and loyalty.

Customer

Any individual interacting with a service, including visitors asking for directions, guests in a hotel, people attending a concert, and employees in other departments (internal customers).

Internal Customer Service

The act of serving employees in other departments; thinking of them as "users" is considered an ineffective way to serve them.

Customer Interruptions

Instances where a customer breaks into a workflow, which often carry positive consequences.

Organizational Monopoly

A situation where an organization believes it has no competition, often leading to the risk that job functions may be more easily assumed by a third-party vendor.

Proactive Follow-up

The necessary practice of contacting customers before they reach out first, which is essential for maintaining customer loyalty.

Customer Loyalty Duration

The principle that once customers become loyal, they are not naturally customers for a lifetime without continued effort.

Employee Identity

The concept that, to the customer, the individual employee is the company regardless of their actual job duties.

Problem Resolution Approach

When a customer is wrong, the employee should focus on moving forward with a solution and not laying blame.

Need (vs. Want)

Requiring something because it is essential or very important.

Cross-Industry Comparison

The phenomenon where customers compare the service they receive from a business to service received in a completely different industry.

Price vs. Service Relationship

The reality that poor customer service is not more readily tolerated just because a company's prices are low.

Fundamental Customer Needs

Expectations including clear and timely communication, positive and supportive relationships, appreciation of their situation, and effective partnership.