Customer Service Principles 2

These flashcards help review key concepts and vocabulary related to customer service principles and practices.

Pillars of Customer Service

Essential characteristics that define effective customer service agents.

Christmas Dinner Invite

An invitation indicating a serious relationship; implies meeting family.

Location in Service Industry

Refers to the physical setting where services are offered.

Quote by Mister Ford

A business devoted to service focuses on service delivery rather than profits.

Mass Production Model

Manufacturing process that allows products to be made in large quantities, notably introduced by Henry Ford.

Service vs. Product

In modern markets, service quality is often the key differentiator among similar products.

Secondary Data

Existing data collected by other sources, such as research firms.

Primary Data

Data that is collected firsthand through methods like interviews or surveys.

Salesforce Research

Research indicating that good customer service significantly increases repeat purchases.

Emotional Connection in Sales

A strategy that focuses on how a product makes the customer feel.

Digging Technique

A sales strategy where the salesperson asks probing questions to understand customer needs.

High-End vs. Low-End Positioning

The effect of aligning a product with either high or low-tier products on its perceived value.

Physical Evidence in Service

The visible aspects that contribute to customer perceptions of service quality.

Create Rapport

Building a friendly relationship with customers to enhance the sales experience.

Luxury Brand Representation

How employees of luxury brands are expected to dress and behave to align with their brand image.

Expectation Management

The process of aligning customer expectations with service delivery.

Customer Needs Assessment

Identification of what a customer truly requires before making a sale.

Value Proposition

The unique value that a product or service offers to a customer.

Service Credibility

The trustworthiness of a service provider based on customer perception.

Quality Over Price

The principle that emphasizes selling based on quality of service rather than the cheapest price.

Family Dynamics in Purchases

Consideration of the buyer's family in decision-making for significant purchases.