Copy of ESP Chapter 16 - Questions - Sheet1 Flashcards Preview

12. Effective Supervisory Practices > Copy of ESP Chapter 16 - Questions - Sheet1 > Flashcards

Flashcards in Copy of ESP Chapter 16 - Questions - Sheet1 Deck (36):
1

quality customer service is defined as

meeting or exceeding customer expectations

2

quality customer service has 3 questions

who are my customers, what are their expectations, how can I meet/exceed them

3

customers

people who pay to receive goods and services

4

everyone you come in contact with is a

customer

5

2 categories of customers

internal and external

6

do citizens have choice about their service

Yes - they can move or vote

7

what is used to define customer service

service standards

8

ensure there is match between service standards and

customer satisfaction levels

9

moment of truth

when customer service is put to the test

10

employees are __ who represent local government

ambassadors

11

positive customer impressions create

public support

12

4 broad aspects of customer service

interpersonal comm, professionalism, work environment, org comm and culture

13

ensure service is

prompt, effective, efficient, courteous

14

make each encounter

positive

15

emails can't communicate

tone - easily misunderstood

16

language in written messages should be

clear, simple, direct

17

when you've exhausted all customer service techniques

ask for help

18

__ is most obvious sign of professionalism

appearance

19

courtesy incudes

scheduling, notifications, announcements

20

poorly handled questions lead to

complaints

21

__ and complaints should be thought of together

questions

22

__ is a signal something is wrong

complaints

23

complaints should be considered as

a gift - chance to improve service/reputation

24

complaint is an opportunity to

learn about customer expectations and educate citizens about service

25

phone ringing rule

phone picked up in certain time (usually 3rd ring)

26

work environment is

everything associated with the work area

27

poorly organized work environment creates

inefficiency

28

pleasant work environment can improve

morale and productivity

29

identity of government comes from

way employees think and feel about it

30

reduce gossip by

sharing accurate into

31

sharing accurate and useful info about government is __ job

every employees

32

does effort to improve customer service ever stop

no - continuous process

33

customer satisfaction surveys

short questionnaire - how citizens feel about quality of work

34

think of every interaction with a customer as

moment of truth

35

match service standards to

expectatins

36

complaints are

learning opportunities