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Service Culture > Part 3: SC > Flashcards

Part 3: SC Flashcards

1
Q

An organization whose principal business is the performance of services.

A

Service Organization

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2
Q
  • Activities are of an intangible nature and typically occur in interactions between customers, service employees, and/or physical resources, goods, or systems of the service provider.
  • provided as solutions to customer problems
A

Service

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3
Q
  • Defines the company’s business, objectives, and approach to reaching those objectives.
  • Identifies the company’s reason for existence.
A

Mission Statement

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4
Q
  • Describes the desired future position of the company.
  • Gives the company direction, representing the future of the business and providing purpose.
A

Vision Statement

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5
Q

How Mission and Vision Statements Work?

A
  1. Typically written by senior managers.
  2. Managers at different levels may write statements for their divisions or units.
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6
Q

-Cater to various aspects of managing independent services.
-Types include finance-related services like asset management, debt management, and stock management services.
- Some sectors require facility these services.

A

Management Services

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7
Q
  • Crucial for organizing business and trade shows, launch events, and important business meetings.
  • Involves decisions about venue selection, stall setup, event conduct, and post-event cleanup.
  • Third-party agents specialize in event marketing and management.
A

Event Management Services

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8
Q
  • Integral part of every electronic device.
  • Involves operating systems, antivirus programs, data backups, and special programs.
  • Upgrades and enhancements are essential for security, especially in sectors like banking where online transactions are predominant.
A

Software Services

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9
Q
  • Used by organizations for financial projects, business expansion, mergers, acquisitions, and industry-specific consultations.
  • Corporate giants like Accenture provide this type of services across industries.
A

Consulting Services

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10
Q
  • External training agencies provide soft skills and technical training unrelated to the organization’s core competencies.
  • Essential for knowledge checks to ensure understanding among participants.
A

Training Services

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11
Q

An organization whose principal business is the performance of services.

A

Service Organization

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12
Q
  • Requested for taxation, valuation, depreciation, expansion, and investment decisions.
  • Financial advisors play a crucial role in managing finances and making stock market decisions.
A

Financial Services

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13
Q
  • Niche marketing services, creative advertising, and marketing agencies are essential.
  • Outsourced marketing departments are efficient for quicker and more effective campaigns.
  • Market research services are often outsourced for authenticity and valuable information.
A

Marketing Services

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14
Q
  • Outsourced for efficient and economical travel bookings.
  • Professional services provide reminders, itineraries, and travel tips.
  • Hospitality services are part of travel services, including lodging and boarding
A

Travel Services

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15
Q
  • Essential for business meetings, ensuring proper, hygienic, and culturally sensitive food and beverages.
  • Variety is important due to multicultural workplaces.
A

Catering Services

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16
Q
  • Decided whether to keep in-house or outsource to a third party.
  • Courier services are crucial for supply chain management, from sending bills to important letters.
  • Transportation services are vital for E-Commerce, improving customer satisfaction and retention.
  • Commute services for employees are often outsourced to professionals.
A

Distribution and Supply Chain Services

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17
Q
  • Requires immense focus and creativity.
  • Encompasses various types, from designing insurance policies to car models to dresses.
  • Including both offline and online designing, such as website design, video design, and email design.
A

Designing Services

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18
Q
  • Essential during the inception of a business and later for updates, modifications, or expansions.
  • Involves procuring raw materials and ensuring timely project completion.
  • Critical for manufacturing plants to meet government regulations and safety requirements.
A

Construction Services

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19
Q
  • Involves recycling excess and unwanted material to minimize ecological impact.
  • Crucial for industries to manage waste in an environmentally friendly manner.
  • Specific measures like tall chimneys with filters are essential to filter harmful gases.
A

Waste Management Services

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20
Q
  • Necessary for securing premises, both physically and online.
  • Part of financial services, providing security for transactions, especially in the banking and government sectors.
  • Critical for protecting valuable information in research and development departments.
A

Security Services

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21
Q
  • Provided by organizations to employees on company premises.
  • Includes luxury services like swimming pools and gyms, serving as motivation for employees.
  • Personal services may also involve escorting, insurance, and medical services, enhancing employee well-being.
A

Personal Services

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22
Q

Outsourcing and temporary labor arrangements have increased demand for personnel supply services.

A

Contractual Arrangements

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23
Q

Higher demand for engineering, architecture, surveying, landscaping, and horticultural services.

A

Increased Construction Activity

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24
Q

Improved technology has driven higher demand for computer services.
Increased demand for computer repair, technical support, and software development.

A

Changes in Technology

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25
Q

3 Key Economic Developments

A

contractual arrangements,
increased construction activity,
and changes in technology.

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26
Q

Involves paying another firm to perform a function or produce a product that could be done in-house.

A

Outsourcing

27
Q

Relocation of business processes to lower-cost locations, often overseas.

A

Offshoring

28
Q

HUMAN RESOURCES IN THE SERVICE INDUSTRY, Activities?

A
  1. Job Analysis
  2. Recruitment and Selection
  3. Training
  4. Performance Appraisal
  5. Compensation
  6. Labor Relations
29
Q

Service companies have fewer distinct roles, leading to_______ between responsibilities.

A

blurred boundaries

30
Q

Due to looser role boundaries and decentralized structures, employees might report to multiple supervisors.

A

Organizational Options

31
Q

the unique personality or character of a company, influencing the behavior of its members.

A

Organizational culture

32
Q

Beliefs, philosophies, and principles driving a business constitute core company values.
Essential for shaping company culture and influencing business strategy.

A

Core Values

33
Q

What are the 7 Ways Company Values Drive Business Success?

A
  1. Guiding Employee Decisions
  2. Enhancing Employee Communications
  3. Boosting Employee Motivation and Engagement
  4. Clarifying Brand Identity for Clients
  5. Attracting and Retaining Top Talent
  6. Attracting Customers with Shared Values
  7. Facilitating Marketing and Communications
34
Q

Importance of Organizational Culture

A
  • Productivity Impact
  • Financial Performance
  • Organizational Effectiveness
35
Q

What are the Four Types of Organizational Culture?

A

Clan-oriented
Adhocracy-oriented
Market-oriented
Hierarchy-oriented

36
Q

Family-like, focuses on mentoring, nurturing, and collaboration.

A

Clan-oriented

37
Q

Dynamic and entrepreneurial, emphasizes risk-taking and innovation

A

Adhocracy Oriented

38
Q

Results-oriented, focuses on competition, achievement, and task completion

A

Market-oriented

39
Q

Structured and controlled, emphasizes efficiency, stability, and doing things right.

A

Hierarchy-oriented

40
Q

the support provided to customers, both before and after they purchase and use products or services.

A

Customer Service

41
Q

What are the key Elements of Customer Service

A
  1. Organization
  2. Customer
  3. Communication
  4. Front-line People
  5. Leadership
42
Q

What are the Basics of Good Customer Service?

A
  • Timely Attention
  • Single-Step Process
  • Follow-up
43
Q

Employee Management Approach

A
  • Positive Reinforcement
  • Carrot-and-Stick Approach
  • Consistency with Brand
44
Q

5 Essentials of Customer Service Experience

A
  1. The Right Timing
  2. The Right Service
  3. The Right Processes
  4. The Right People
  5. The Right Training
45
Q

Customer Service Experience Challenges

A
  1. Retaining customers and stopping churn
  2. Minimizing CES (Customer Effort Score)
  3. Leveraging customer intelligence
  4. Turning agents into brand ambassadors
  5. Eliminating interaction silos
46
Q

Reasons Not to Provide Bad Customer Service

A
  1. Negative word-of-mouth
  2. Social media backlash
  3. Loss of trust
  4. Risk of customer switching
47
Q

Customer Service Skills?

A
  1. Patience
  2. Attentiveness
  3. Ability to Communicate Clearly
  4. Knowledge of the Product
  5. Ability to Use Positive Language
  6. Acting Skills
  7. Time Management Skills
  8. Ability to Read Customers
  9. Unflappability
  10. Goal-Oriented Focus
  11. Ability to Handle Surprises
  12. Persuasion Skills
  13. Tenacity
  14. Closing Ability
  15. Empathy
  16. Willingness to Learn
48
Q

10 Principles of Customer Strategy

A
  • Know Your Customers at a Granular Level
  • Master the Art of the Possible
  • Link Your Company’s Customer Strategy to Its
    Overall Identity
  • Treat Your Customers as Assets That Will Grow in Value
  • Leverage Your Ecosystem
  • Ensure a Seamless Omnichannel Experience
  • Excel at Delivery
  • Re-organize Around the Customer
49
Q

8 Best Practices for Providing the Best Customer Service

A
  • Hire the Right People, and Treat Them Well
  • Deftly Manage Customer Expectations
  • Nail Your First Impression
  • Collect as Much Data as You Can — and Use It
  • Personalize the Relationship
  • Be Where Your Customers Are
  • Maintain Your Focus
  • Service Cloud as a Best Practice:
50
Q

Why Customer Support Is Important in Business Today

A
  1. Indicator of Repurchase and Loyalty
  2. Point of Differentiation
  3. Lessens Customer Churn
  4. Increases Customer Lifetime Value (CLV)
  5. Decreases Negative Word of Mouth Publicity
  6. Proactive Support and Problem Resolution
  7. Contribution to Customer Strategy
51
Q

Who Is a Customer?

A
  • A customer is an individual or a company that purchases goods from another store to either keep it or sell it.
52
Q

Why CUSTOMER is very important for all parts that comprise your business?

A
  1. Cause of the salary of the employees
  2. Ultimate bloodline of the business
  3. Sensitive to the treatment they received
  4. Treated properly and promptly
  5. Origin of our existence
  6. Member of the community
  7. Expect that needs be satisfied
  8. Remember the experience with you
53
Q

What are the Importance of Customer

A
  1. Customers Are the Biggest Disruptor Of All
  2. Customers Are In Charge Of Your Destiny
  3. Customers play a crucial role in any businesses
  4. Technology Makes Customers Even More Powerful Than Ever Before
54
Q

Types of Customers?

A

The Driver, The Analyst, The Amiable, and the Expressive.

55
Q

10 Principles of Customer Strategy

A
  1. Master the Art of the Impossible
  2. Know your Customer at a Granular Level
  3. Link your company’s Strategy to its overall Identity
  4. Target Customers with the Right to Win
  5. Treat your Customers as Assets
  6. Leverage your Ecosystem
  7. Ensure a Seamless Omni-channel Experience
  8. Excel at Delivery
  9. Reorganize Around the Customer
  10. Match your culture with your customer strategy
56
Q

a comprehensive approach involving practices, strategies, and technologies adopted by companies to manage and analyze customer interactions and data throughout the customer lifecycle. The primary objectives are to enhance customer service relationships, facilitate customer retention, and drive sales growth.

A

CRM (Customer Relationship Management)

57
Q

Components of CMR implementation

A
  1. Acceptance of Change
  2. Gaining Managerial Approval
  3. Data Security
  4. Budget Management
  5. Technology Reliability
58
Q

Principles Of Good Customer Service

A
  1. Building Customer Relationship
  2. Staff
  3. Handling Complaints
  4. Product Knowledge
59
Q

________ are decisive, visionary individuals often in managerial positions. They focus on the big picture, make quick decisions, and are disciplined and confident.

Their Strengths are : Disciplined, independent, productive, confident.
Their Weaknesses: Low empathy, insensitivity, rushing decisions without anticipating consequences.

A

The Drivers

60
Q

__________ focus on details, are serious, and have high standards. They are slow decision-makers, often introverted, and don’t like to be rushed.
- Their key Strengths are Attention to detail, perfectionists.
- Their Weaknesses are Overanalysis, indecisiveness, moody, critical, negative attitude

A

The Analyst

61
Q

___________ customers are sociable, friendly, and outgoing. They value personal connections and are good listeners. They may avoid conflicts, which can be both a strength and a weakness.

Strengths: Easygoing, good with people, empathetic, team players.

Weaknesses: Unassertive, may hold back, difficulty making individual decisions.

A

The Amiable

62
Q

____________ customers are emotional, talkative, and seek attention. They are highly sociable, charismatic, persuasive, and ambitious. However, they may lack organization, be undisciplined, and get easily tangled up in conflicts.
Strengths: Highly sociable, outgoing, charismatic, persuasive.
Weaknesses: Lack of organization, undisciplined, talkative, emotionally driven.

A

The Expressive

63
Q

Types of Services

A

1) Catering Services
2) Event Management Services
3) Software Services
4) Consulting Services
5) Training Services
6) Financial Services
7) Marketing Services
8) Travel Services
9) Hospitality Services
10) Distribution and Supply Chain Services
11) Designing Services
12) Construction Services
13) Waste Management Services
14) Security Services
15) Personal Services

Service Culture (6 decks)

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