3.4 Good customer services

• Respect in customer service means treating customers with courtesy and valuing their opinions.


  True
• Empathy in customer service involves understanding the customer's perspective
• What does flexibility in customer service require?

  Adapting to unique customer needs
• What is one significant impact of good customer service on business success?

  Customer loyalty
• Empowering employees means giving them the authority and resources to resolve customer issues effectively.


  True
• Good customer service involves being helpful, respectful, prompt, and knowledgeable
• Respect in customer service means treating customers with courtesy and valuing their opinions.


  True
• Businesses create lasting relationships by delivering on the elements of good customer service.


  True
• Reliability in customer service involves consistently delivering on promises and maintaining high standards.


  True
• Match the principle with its description:

  Responsiveness ↔️ Addressing inquiries promptly

  Empathy ↔️ Understanding customer's perspective

  Competence ↔️ Providing accurate information

  Reliability ↔️ Delivering on promises

  Flexibility ↔️ Adapting to customer needs
• What does good customer service involve to meet customer needs and expectations?

  Helpfulness, respect, promptness, knowledge
• Summarize the principles of good customer service:

  1️⃣ Responsiveness

  2️⃣ Empathy

  3️⃣ Competence

  4️⃣ Reliability

  5️⃣ Flexibility
• Helpfulness in good customer service involves addressing inquiries and resolving issues effectively
• Positive word-of-mouth generated by satisfied customers leverages customer advocacy
• What does proactive communication involve in customer service?

  Addressing concerns before they escalate
• What is one key principle of good customer service that helps build trust?

  Responsiveness
• Promptness in customer service involves responding quickly to customer requests
• Responsiveness in customer service builds trust by addressing inquiries promptly
• Flexibility in customer service means adapting to unique customer preferences
• Customer loyalty increases retention rates and stable revenue streams
• What does empowering employees involve in customer service?

  Authority to resolve issues
• Match the strategy with its description:

  Empowering Employees ↔️ Giving authority to resolve issues

  Proactive Communication ↔️ Addressing concerns early

  Personalization ↔️ Tailoring customer experiences

  Continuous Feedback ↔️ Soliciting feedback for improvement

  Multichannel Support ↔️ Offering multiple support channels
• Ignoring customer concerns is an example of bad customer service.


  True
• Reliability in customer service means consistently delivering on promises and maintaining high standards.


  True
• Promptness in responding to customer requests is a key element of good customer service.

  True
• Responsiveness is a principle of good customer service that involves addressing inquiries promptly.


  True
• Flexibility in good customer service involves adapting to the unique needs of each customer.


  True
• What is a key challenge in providing good customer service?

  High volume of inquiries
• What is the impact of a lack of empathy in customer service?

  Dissatisfied customers
• Responsiveness in customer service increases customer satisfaction and builds trust.


  True
• What is the impact of good customer service on brand reputation?

  Builds trust and attracts clients
• Good customer service addresses inquiries and resolves issues with helpfulness.
• Lack of knowledge about products and services can mislead customers.
• Understanding the customer's perspective and responding with care is called empathy.
• Upholding the principles of good customer service builds trust with customers.


  True
• How do satisfied customers contribute to increased sales?

  By making repeat purchases
• Order the principles of good customer service based on their importance:

  1️⃣ Responsiveness

  2️⃣ Empathy

  3️⃣ Competence

  4️⃣ Reliability

  5️⃣ Flexibility
• Personalization in customer service involves tailoring experiences to individual preferences.


  True
• Good customer service involves being helpful, respectful, prompt, and knowledgeable
• Competence in customer service involves possessing the knowledge and skills to provide accurate information