The Psychology of Customer Service

1. the science of behavior.
4. the second level of Maslow's Hierarchy of Needs; the need to protected from the weather, from danger, from illness.
5. regulating emotions to achieve a specific effect in the workplace; jobs that involve emotional labor require employee's to interact directly with external customers, to work to obtain a specific emotional response from the customer, and to control or conceal his or her own personal emotional responses when necessary. many hospitality and tourism jobs involve emotional labor.
6. observation or perspective.
7. the fourth level of Maslow's Hierarchy of Needs; the need to feel special and respected.
8. the technical knowledge and information needed to perform a job, such as computer skills and knowledge of administrative policies.
10. why people choose to buy certain products or services or why people choose to buy from certain companies.
11. the first level of Maslow's Hierarchy of Needs; physical needs like eating or sleeping.
12. when the positive feeling resulting from a first impression lasts through subsequent encounters.

2. the top of the pyramid in Maslow's Hierarchy of Needs; the need to fulfill your potential.
3. a theory of consumer motivation proposed by Abraham Maslow, it identifies five levels of consumer needs: physiological, safely, social, ego, and self-actualization.
9. the third level of Maslow's Hierarchy of needs; the need for interaction with other people.