Customer

   Service

a.     Service (Business)

                                               i.     Education service

                                              ii.     Hospitality Service

                                            iii.     Health Care Service

                                            iv.     Financial Service

b.     Customer Service (Supporting the business)

                                               i.     To support and enhance the service

2.     Customer

a.     Who contacts with you are your customers!

3.     External Customer

a.     Customer

                                               i.     Buyers

                                              ii.     Purchaser

b.     Consumer

                                               i.     User

                                              ii.     End-user

4.     Internal Customer

a.     Internal Customer

                                               i.     Service Level Agreement

b.     Internal Supplier

                                               i.     Pro-active

                                              ii.     Re-active

5.     Backward Customer

a.     Supplier

6.     Forward Customer

a.     Wholesaler

b.     Retailer

7.     Customer Ladder

a.     Ambassador

b.     Advocate

c.      Client

d.     Customer

e.     Potential

f.      Suspect

8.     Service

a.     Proactive

b.     Reactive

c.      Before Sales

d.     After Sales

e.     Perceived Service

f.      Expected Service

                                               i.     Dissatisfaction

                                              ii.     Satisfaction

                                            iii.     Delight

                                            iv.     Wow factor

9.     Marketing Mix

a.     Product

                                               i.     Customer value

b.     Price

                                               i.     Cost

c.      Place

                                               i.     Convenient

d.     Promotion

                                               i.     Communication

e.     Process

                                               i.     Coordination

f.      People

                                               i.     Consideration

g.     Physical evidence

                                               i.     Confirmation

10. Service

a.     Intangibility

b.     Inseparability

c.      Variability & Heterogeneity

d.     Perishability

e.     Lack of ownership

11. Quality of Service

a.     Begin and end with Customer

b.     Quality is not an act, but a habit

c.      Reliability

d.     Responsiveness

e.     Assurance

f.      Empathy

g.     Tangible

12. Service Excellence and World Class

a.     They deliver the promise

b.     They make it personal

c.      They go the extra mile

d.     They deal well with problems

e.     Service Excellence means easy to do business with

13. Customer Service Standard

a.     Timeliness

b.     Accuracy

c.      Appropriateness

14. The Moment of Truth

a.     The time you meet with your customer

15. Codes of Practices

a.     ISO 9004

b.     ISO 10001

c.      ISO

d.     ISO

e.     ISO

16. Examples

a.     Phone from Billboard

b.     Call for Enquiry