Tasdiqlayman” O’quy ishlari bo’yicha prorektor S. U. Mehmonov 2022 yil

Head of the department F.B. Saidova


Card 5

1. 
   Answer the following questions.
   

1. 
   Why is customer satisfaction important?
   
2. 
   How does company keep its customers happy?
   
3. 
   What springs to your mind when you hear the words customer service?
   
4. 
   Is the customer always right?
   
5. 
   How would you describe the quality of customer service in your country?
   

2. 
   Give definitions to the following words.
   

Customer, supplier, loyalty, complaint, expectation, satisfaction, consumer, support

3. 
   Read and tell the main idea of the text.
   

Customer service
Excellence in customer service is the objective of all organisations wishing to be successful. However, there is often a gap between customer expectations and management perceptions of customer expectations. Organisations often fail to get close to their customers and correctly read their expectations. Customers expect certain things when they walk into a business, and those with the highest level of service will know how to identify those expectations and meet them to the customer’s satisfaction.
However, this process is not as easy as it sounds – customer expectations are a dynamic feature that ebbs and flows regularly in accordance with a wide range of factors. However, when expectations are not met by the performance of your customer service representatives, customer dissatisfaction is the result. Customer Expectations + Service Performance = Customer Satisfaction The quality of your customer service is almost wholly determined by your ability to meet your customer expectations. You can have the greatest service team, but if your customers perceive their needs are not being met, your service reputation suffers. By the same token, companies that don’t spend much time worrying about customer service – but manage to meet customer expectations consistently – are perceived as offering good customer service. Service quality is largely determined by customer’s perception, which is why meeting customer expectations is an essential part of the process. Identifying Customer Expectations Because customer expectations are an ever-evolving process, it can be very challenging to know precisely what those expectations might be.