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

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.


What are some ways an organizations culture can impact customer loyalty? An organizations culture can...
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