Term
|
Definition
| Customer service provided not just after the sale is closed, but throughout the selling process. |
|
|
Term
|
Definition
| The erformance of a broad specturem of value added activites designed to enhance and facilitate the sale and use of a product. |
|
|
Term
| Customer Service Segmentation |
|
Definition
| A strategy for grouping customers with similar service expectations into service segments and then developing a service plan for each segment. |
|
|
Term
|
Definition
| Percieved performance of the tangible product in satisfying customer expectations. |
|
|
Term
|
Definition
Expected and perceived quality associated with an intangible product. All activites supporting the sale, from initial contact through the post sale servicing, that meet or exceed customer expectations and enchance the value of a product. |
|
|
Term
|
Definition
| Ability to perform the desired service dependbly, accuratley, and consistently; the single most important component of customer service. |
|
|
Term
| Perceived Service Quality |
|
Definition
| The quality of service individual customers belive they deserve and expect to receive relative to what they actually perceive reveiving |
|
|
Term
| What are the types of customers |
|
Definition
- Loyalists
- apostles
- Defectors
- Vigilantes
- Mercenaries
- Hostages
|
|
|
Term
| What are the 8Cs of Customer Loyalty |
|
Definition
Customization Contact Interactivity Cultivation Care Community Choice Convenience Character |
|
|
