customer service

Key concepts Page 36

Buyer’s Remorse- Buyer’s remorse is the sense of regret after having made a purchase.
Getting the customer committed- Physically getting/ making a customer feel committed, before the actual commitment.
Ice Breaker- Something done or said to help people to relax and begin talking at a meeting, party etc.
Organization Culture- Is the behaviour of humans who are part of an organization and the meanings that the people attach to their actions.
Recognition Culture- Giving back, or “ rewarding” their employees for performing behaviours or achieving goals that align with company goals, objectives of values.
Rewarding right actions- Acknowledging an individual for performing the requested action.
Verbal Discipline- Knowing what to say, and how to say it, at the right time, and place.
Verbally Greet Customers- Acknowledging a customer’s presence with a warm/respectable greeting.
Vital Behaviours- Explicit actions that have the greatest impact.

Reviewing The Facts

One:
What constitutes behaviour, and how is it conveyed? How can you distinguish behaviour from an attitude, outcome, hoped-for condition?
Some things that could constitute behaviour are, environment, and changes in life. For example, a person that is imprisoned and follows the rules, listens and avoids fights and conflict, can get released simply because He or she orchestrated and maintained “ Good Behaviour”.
Many behaviours are conveyed via verbal/non verbal communication.
A person can distinguish a behaviour from an attitude etc. by someone’s actions. Attitude is internal, although it often shows on the outside.
Behaviour is external, and can be observed.

Two:

What are some ways an organizations culture can impact customer loyalty?
An organizations culture can impact customer loyalty in any way. Every customer is different and organizations can only do so much, it’s hard to please everyone (but try) that is why organization’s customers fluctuate.
Three:
What are some specific behaviours that project individual personality? How do these reflect the importance of “little things”?
Some behaviours that project individual personality are:
-Breaking the ice
-Attention ( listening)
-Nonverbal communication
-Correctly addressing people by their name.

Those are a few things that can illuminate a powerful message to your customers.

How can physical touch be used to project positive personality?
Physical touch can be used to project positive personality by just a soft nudge or hand shake along with a smile or an appeasing facial expression. It can say so much without using words.

What are some factors (pattern of behaviour) that project a company’s culture? List several examples from the organizations you work in.

Some patterns of behaviour are:
Breaking the ice
Being respectable
Dressing appropriate
Greeting customers and calling them by their name.

What are some examples of reward systems that encourage the wrong kinds of behaviors? How can leaders adjust these to reward more positive behaviors?

• Samples, promotions, rebate coupons
• Keeping customers involved
• Filling out product/service surveys
• Send out thank you cards