| A | B |
|---|
| Customer service gap | The difference between customer expectations and the service that is actually received. |
| Values- based Culture | One that communicates values through high performance and excellent customer service. |
| The first step of good customer service | Hiring the right employees meaning they should have a positive attitude and look forward to meeting the public. Happy employees are more likely to treat customers well. |
| Proper customer service training | Good customer service training should focus on how to best serve the customers rather than just on how to deal with difficult customers or employee mistakes. |
| FAST strategy - The "F" | The f stands for focus- Focus on such concepts as " being friendly", "providing top value to customers",, and "the customer is always right"s |
| FAST strategy- The "A" | The A id for Action- The next step is to turn the focus into action |
| FAST Strategy- The "S" | The S stands for search- Employees must search for ways to increase customer satisfaction. |
| FAST Strategy- The "T" | The T stands for tenacity- Frustrated customers are not always easy to deal with, but good customer service agents will remain focused, take action, and persist until the customer is satisfied. |
