Term
| Why stress customer service? |
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Definition
- Service distinguishes you
- Easier to retain than REGAIN a customer
- name of the game
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Term
| What are some examples of services? |
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Definition
- Business (banking)
- Trade (retail)
- Infrastructure (People who take care of our roads)
- Social/Personal services (healthcare)
- Public Administration (government) |
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Term
| What are the characteristics of services? |
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Definition
- Customer is a participant
- Produced/consumed simultaneously
- Perishable
- Economies of scale are difficult to achieve
- Brand new pharmacies won't achieve this at first, pharmacies in the boonies won't really either.
- Standardization is difficult
- Labor-intensive
- Output is difficult to measure |
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Term
| What does customer service require? |
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Definition
- Solving problems promptly
- People who know what they are doing
- People empowered to solve problems
- Treating people with dignity and empathy
- Correcting mistakes when they are made
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Term
| What is a service encounter? |
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Definition
- Critical point in services
- Interaction between the service organization, service provider, and customer
- Moment of truth in services |
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Term
| What is a service employee? Example? |
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Definition
- Employees empowered to deliver superior service
- Empower all employees by sharing: info about organization's service, rewards, knowledge that allows employees to understand and contribute to performance, Power to make decisions that influence direction and performance of organization |
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Term
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Definition
| Claims to be the easiest to use |
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Term
| What are the benefits of empowerment? |
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Definition
- Quicker responses to customer needs
- Quicker responses to dissatisfied customers
- Employees feeling better about their jobs, themselves
- Employees interacting with consumers with warmth and enthusiasm
- Source for innovation and improvement |
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Term
| What is hte forgotten piece? |
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Definition
| - Treat your employees in the same way you want them to treat your customers |
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Term
| What are special considerations for professionals? |
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Definition
- Growth and development
- New challenges
- Achievement oriented
- If drive is stiffled than resentment of customers and company |
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Term
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Definition
- Scientific way of measuring 5 components
- Includes: Reliability, Assurance, Empathy, Tangibles |
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Term
| How do you measure service quality? |
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Definition
- psychological standards
- Cust. expectations are standard against which quality is measured
- Zone of tolerance is difference between ideal and adequate service |
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Term
| What are the key questions of designing services? |
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Definition
- What is the product or service?
- How will the service be priced?
- How will the service be promoted, positioned, branded?
- How will the srvice be delivered?
- What will the facility look like?
- What procedures will be put in place?
- Who will deliver the services? |
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Term
| What are the four P's of marketing and the three P's of service? |
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Definition
Marketing: Product, Price, Place, Promotion
Service: Physical attributes, process, people |
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Term
| How do you diagnose and treat catastrophic errors? |
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Definition
- Signal detection
- Preparation and prevention
- Containment/damage limitation
- Recovery: short term is making sure Rph is out of situation, settle everyone down, call family. Long term is making sure the public knows how resp. the pharmacy is |
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Term
| What are non-catastrophic errors? |
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Definition
- damage is reversible
- customer never got or never took med.
- paradox of service is cust. more likely to come back
- series of interactions that must take place
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