MKT 223 Ch. 1 - The World of Customer Service
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20 Terms
Q: What is customer service?
A: The ability of knowledgeable, capable, enthusiastic employees to deliver products/services in a way that satisfies internal and external customers.
Q: What is an internal customer?
A: Someone within an organization who provides or requires information, products, support, or services.
Q: What is an external customer?
A: Someone outside the organization who purchases or leases products/services or otherwise interacts with the organization externally.
Q: What does CRM stand for?
A: Customer Relationship Management.
Q: What is the ultimate goal of CRM?
A: Customer loyalty.
Q: What is a service economy?
A: An economy in which businesses have shifted from primarily production/manufacturing toward service delivery.
Q: What is networking?
A: The active process of building relationships and sharing resources.
Q: What is telecommuting?
A: Working from home or another remote location and electronically communicating with the organization's workplace.
Q: What is globalization?
A: The ongoing sharing of information, knowledge, and resources around the world.
Q: What is offshoring?
A: Relocating business services from one country to another.
Q: What is outsourcing?
A: Contracting an outside company/vendor to provide products, services, or production.
Q: What is insourcing?
A: Having internal employees perform work rather than outsourcing it.
Q: What is deregulation?
A: When governments remove regulations or legislative guidelines controlling an industry.
Q: What is e-commerce?
A: Marketing and accessing products and services through the Internet and other technology.
Q: What is customer satisfaction?
A: The feeling of a person whose needs have been met by an organization.
Q: What are the six components of a customer service environment?
A: Customer, organizational culture, human resources, products/deliverables, delivery systems, and service.
Q: What is organizational culture?
Q: What is organizational culture?
Q: What are human resources?
A: The employees of an organization.
Q: What is a delivery system?
Q: What is a delivery system?
Q: What is service recovery?
A: Correcting something that went wrong when providing a product or service, potentially including additional compensation for the customer's inconvenience.