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Building customer relationships and loyalty (Deal with escalated customer…
Building customer relationships and loyalty
Develop relationship with customers
1.1 Provide personalised service to customers in a professional manner that promotes repeat business
techniques for providing personalised extemporary customer service
1.2 Identify repeat business and acknowledge customer return
1.3 Provide tailored recommendations for products and services based on known individual customer needs
techniques for anticipating customer preferences, needs and expectations throughout the service
different customer needs and expectations
essential features and use of customer databases
Australian privacy law
commercial benefits to building customer relationships and loyalty
Generate customer loyalty
2.1 Convert customers to brand advocates through exemplary customer service
techniques for building customer loyalty
industry and organisation professional service standards
attitudes and attributes expected when engaging with customers
Australian consumer law
2.3 Identify trends in customer demands for products and services and communicate with relevant personnel to ensure availability
2.2 Inform customers of benefits associated with promotions and loyalty programs as required
types of customer benefits
Deal with escalated customer complaints
3.1 Clarify information regarding escalated customer complaints referred from team members
3.2 Take action to pacify customer maintaining a calm and professional manner
techniques for pacifying dissatisfied customers
3.3 Identify source of customer dissatisfaction and seek appropriate solutions in consultation with the customer
3.4 Ensure the customer is satisfied with solutions and offer compensation in line with level of responsibility
techniques for resolving escalated customer complaints