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Related Flashcards
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Cards In This Set
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A new proactive technological approach in customer service that empowers customers to go to a company's wesite and initiate most of the queries and functions that normally go through a call center is called
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Customer self-service
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Trying to anticipate and solve problems before they occur is called
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Proactive problem solving
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Some reasons consumers change providers is due to
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All the above.
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A complaint-handling system is structured from
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Customer-relations policy
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When implemented well, appropriate scripts include these key elements
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Empathy and acknowldegement, reassurance and action
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An open posture and kindhearted eye contact are examples of
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A softening technique
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Customers sometimes disapprove of unanticipated changes relative to
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(aba) the ordering process, price structure, sales staff
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The state of mind that customers have about a company and its products or services when expectations have been met or exceeded is called
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Customer satisfaction
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Tangibles, reliability, responsiveness, assurance, and empathy are used to create survey instruments and are called
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Dimensions of measurement
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Businesses use a variety of practical and available resources to get customer feedback and among them are
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(aba) employees, mail surveys, comment cards
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Surveys invite customers to criticize service, so the approach companies should take is
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Not to take feedback results personally
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The last step in recovering lost customers is to
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Follow up
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When working with customers, always
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Under promise and over deliver
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A document used by CSRs when conversing with customers that states consistent responses to common customer problems.
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Script
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To be in variance or opposition to another. a ______ with a customer can jeopardize productivity, relationships at work, and ealings with customers.
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Conflict
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