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customer experience ("What's the ultimate goal of CX?"…
customer experience
"What's the ultimate goal of CX?"
Higher customer satisfaction and consistent customer experience across service providers and channels.
experience the manager obtains from fixing\straightening out the customer's problem
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How do you deal with customer complaints?
The customer who complains is probably my best friend. Actually, I see maximizing the customers' opportunities to complain as one of my priorities
"Why?"
When a customer complains, I have the opportunity to address the issue and correct it, ensuring that it does not happen to another customer, and to make sure that you fix the problem for the complaining customer.
If a customer has a problem and does not make a complaint, then they will continue to have a negative opinion of your company, probably never order from you again, and could inform other customers or potential customers of their negative experience, which could negate any positive feedback that they hear.
"So, what do you do?"
So I don't wait for complaints; I do my best to reach out ahead. That's why I had a practice of calling at least 10 customers a week to check on their experience in my stores.
Why not customer service?