customer service

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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...
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