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Customer Service Revision Exam
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How is a customer satisfied? - Correct Ans: ✅ Satisfied customer is one whose expectations you have not only met, but ideally, exceeded
- the larger the margin by which they have been exceeded, the more satisfied the customer
What is the formula for customer service? - Correct Ans: ✅ customer service = performance - expectation
Why do we need satisfied customers? - Correct Ans: ✅ 1. Experience less hassle -> the likelihood of expending less time and resources dealing with them
- Have a greater likelihood of both positive word-of-mouth (and hence referrals) -> they are more likely to be a repeat purchaser sometime in the future
Why do we need good customer service? - Correct Ans: ✅ it is important to have a good customer service in order to have good and satisfied customers
What is an expectation? - Correct Ans: ✅ strong belief that something will happen or be the case in the future; a belief that someone will (or should) achieve something
- Aka assumption or presumption
How are expectations set? - Correct Ans: ✅ It is critical that you set the expectations, not the homeowners
tips:
- Be honest in your marketing - create fair and reasonable expectations
- Eliminate unpleasant surprises - be up front and do not hide behind the fine print
- Proactively educate your customers
- Apologize when a mistake is made, and make amends
What are the values that homeowners want? - Correct Ans: ✅ 1. Functionality: qualities of your product/service
- Emotionality: how you product/service makes the customer feel
- Influence: how you product/service impacts/affects the life of the customer
What are other ways to think about customer service? - Correct
Ans: ✅ 1. Process: customer service is neither a simple event nor a transaction; rather, it involves a series of specific activities
- About customer expectations: customer service is about setting expectations and at least meeting them, ideally exceeding them
- About customer satisfaction: by meeting/exceeding these previously stated expectations, customer service will result in a satisfied customer
What are some additional considerations regarding what customer
service is about? - Correct Ans: ✅ 1. Reliability
- Assurances
- Tangibles
- Empathy
- Responsiveness (on a timely basis and positively)
- Golden Rule
- Communication
- Teamwork
- Policies and procedures
Describe the additional perspective of customer service - Correct
Ans: ✅ 1. Customer service is a measure of business/company success
- Customer service is an attitude and a mindset
- Successful homebuilders build relationships and is a quality service provider
Describe the importance of customer service. - Correct Ans: ✅ Customers rate customer service as the second most important single reason for dealing with a company - surpassed only by "value for money (price)"; "quality" ranked fourth
Approximately 80% of customers believe that smaller companies place greater emphasis on customer service than do larger companies
Approximately 59% of customers would try a new company for a better customer service experience
Explain old vs new customers in terms customer service - Correct
Ans: ✅ It costs 6-7 times more to get a new customer than to keep an existing one
Business has 60-70% chance of selling an existing customer while only a 5-20% chance of selling to a new one
Repeat customers will spend 67% more than new customers
Customers who have a good service experience will be up to 74% more likely to return
How are customers related to customer service? - Correct Ans: ✅ The customer is still very important, but the age-old adage that the customer is always right is wrong, does not tell the whole story
Why should you support employees? - Correct Ans: ✅ 1. Makes all of your employees happy
- Happy employees should provide the level of customer service that will make your customers happy too
- Motivated, well-trained, and incentivized employees with the proper degree of authority are all key ingredients for the company to deliver first-rate customer service
Whose side is important: customer or employee? - Correct Ans: ✅ "Customer is always right" mindset can serve to pit employees against customers and management
Most employees will see this as not only that "the customer is always right" but that "the customer always wins"
If you want to keep your employees happy and effective, back them up
Describe the customer's knowledge. - Correct Ans: ✅ The customer is not an expert
Management and employees know more than the customers
This allows you to better differentiate between what the customer wants and what they really need
What is the customer's focus? - Correct Ans: ✅ The customer cares about status quo
Most of them are certainly not early adopters
In order to grow and remain profitable, most companies/businesses need to change, adapt, and innovate
Describe unreasonable customer - Correct Ans: ✅ These eat away at your finite resources
All companies/businesses have finite resources, so why should they then be disproportionately allocated to difficult customers
What is communication? - Correct Ans: ✅ the act or process of using words, sounds, signs, or behaviours to express or exchange
What are some tips for asking questions? - Correct Ans: ✅ 1. Focus on using more open-ended questions than closed-ended questions
- Use open-ended questions earlier in their conversation/discussion (to establish trust and rapport)
- Use closed-ended questions nearer the end (in order to confirm information)
Describe listening? - Correct Ans: ✅ 1. Often the most overlooked part of communication, strong listening skills are critical for the successful customer service provider
- Listening is often more important than speaking, especially to provide good, if not exceptional, customer service
- Listening is about gaining information and information is about power and control
Why is communication not straightforward? - Correct Ans: ✅ 1. Speaks at a rate of 110-150 words a minute
- Can listen at the rate of 125-150 words a minute
- Thinks at a rate of 1000-3000 words a minute
- This is why we tend to be much better speakers than we are listeners - we are often too busy thinking when we should be listening
What are some tips for listening? - Correct Ans: ✅ 1. Put your customer's needs before your own
- Do not allow your mind to wander
- Do not interrupt or respond before your customers have finished speaking
- Do not rush your reply
- Pause, before answering in order to confirm that you have listened and also to provide credibility to your response
What are important considerations when becoming a better
communicator? - Correct Ans: ✅ 1. Diction
- Tone and inflection
- Non-verbal communication
Describe visual messages - Correct Ans: ✅ Images go into long-term memory while verbal messages live in short-term memory
Describe taking notes - Correct Ans: ✅ 1. Improves memory
- Nonverbal message that you are listening and that customer is important
- Ask for permission to do so
What is your message made up of? - Correct Ans: ✅ 1. 55% derived from facial expression
- 38% derived from how you have spoke your words
- 7% derived from the actual words you have spoken
- That is 93% of your message derived from sources other than your actual words
What is some advice when saying no to customers? - Correct Ans:
✅ 1. Saying yes
- Saying yes is not the same as making customer happy
- Means that we are better able to distinguish between what they may want and what they really need
- Be friendly
- Fair, professional, and courteous
- Understand
- Show empathy by trying to understand why the customer wants what they say they want
- Be understood
- Show that you care enough by carefully explaining yourself and the circumstances
- Provide options
- Where possible, show how these may be more beneficial to the customer
- Control
- Do not take control away from the customer
- Keep customer informed, which allows them to be in control
- Smart wording
- Avoid the hard "no"
- Choice of actual words is important
- Follow up
Explain the idea of customer service. - Correct Ans: ✅ We are in the business of dealing with homes, instead of houses
Building/purchasing a new home is often the largest investment that customers will ever make
Customers expect to be treated honestly and ethically, with high standard of customer service
Explain the customer experience process.
What describes the process?
What do the steps of process relate to? - Correct Ans: ✅ Customer service is not a transaction or event, it is a process
- What customers are looking for is an experience
The process is
- Comprehensive - process that customers go through is comprehensive in nature
- Sequential - process is sequential, going from one stage to another
- Teamwork - process requires a lot of people working together and you are a piece of this puzzle
- Expectations - they are a part of each step of the process
Each step of the customer experience process is tied to the important customer service concept of expectations
- The expectations differ and progress from one stage to next, often build upon the expectations of earlier stages
Briefly explain the steps of the customer experience process -
Correct Ans: ✅ 1. Marketing
- creating awareness and selling the need (idea)
- involves marketing manager/marketing agency
- Sales
- closing the sale of the end product and the completion of all related documentation
- involves sales/sales manager
- Pre-release
- exterior selections
- interior selections
- blueprint approval
- involves customer liaison
- Construction
Describe mandatory home warranty insurance. - Correct Ans: ✅ All new homes constructed in BC are required to be built by a licensed residential builder and have home warranty insurance coverage from an approved 3rd party warranty provider or an appropriate exemption issued by BC Housing
This warranty insurance is sometimes called 3rd party warranty, the mandatory warranty, or 2-5-10 warranty
The cost of warranty insurance is included in the purchase price of your home
The requirement for 2-5-10 warranty cannot be waived by a separate contract between homeowner and builder
What is covered by the mandatory home warranty insurance? -
Correct Ans: ✅ Two years on labor and materials (some limits apply)
Five years on the building envelope, including water penetration
10 years on structure
Which buildings are exempt from the requirement for home
warranty insurance? - Correct Ans: ✅ 1. Home built by owner builders (a separate section of this guide describes provisions for owner-built homes)
- Manufactured homes (mobile homes and factory-built units) that have not been significantly modified and/or added on site
- Non-stratified hotels, floating homes, motels, dormitories, and care facilities
- Multi-unit rental buildings where the sale of any individual unit is restricted by a 10-year covenant registered against the title
- Social housing
What is included in the 2-year materials and labor warranty of the 2-
5-10 coverage? - Correct Ans: ✅ Covers any defect in materials and labor or violation of the Building Code for 12 months for all new homes
- 15 months for the common property of strata corporations
Covers defects related to delivery and distribution systems including materials and labor supplied for the electrical, plumbing, heating, ventilation, and air conditioning delivery systems
- Exterior cladding, caulking, windows, and doors, that may lead to detachment or material damage to the new home
- Violation of the Building Code for 24 months for all new homes, including the common property of strata corporations
