| A | B |
|---|
| Customer Service | Maintaining a reputation of doing things right the first time and making the extra effort to ensure they are more than satisfied. |
| Bad Customer Service | Causes people to complain, go elsewhere, and/or tell others. |
| Organization that stress quality | Enjoy 12 times the profit of low service, low quality competitors and enjoy lower than average costs. |
| Customer Service is important from an employees point of view because | if customers are happy the workplace is more enjoyable and stress free. |
| Customer | all those with whom you have dealings. |
| Suppliers | external customers |
| Co-workers | internal customers |
| Poor Customer Service | will have a ripple effect, affecting both external and internal customers |
| Make an organization customer service oriented | by empowerment, ownership, and commitment. |
| Empowerment | the person doing the job knows better than anyone else the best way of doing that job and is the best person to improve it. |
| Benchmark | examining other companies' practises to determine what works and what does not work. |
| Customer service is provided by | communicating effectively, developing a customer-friendly attitude, dealing with customers effectively, knowing customer service pitfalls, and going the extra mile. |
