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customer service (as a key business function (active listening, discount…
customer service
as a key business function
active listening
discount in the future
include flyer, catalogue,
event
feedback
loyalty
a tailor-made approach
CS skills that every employee needs
knowledge of the product
persuasion skills
clear communication skills
willingness to learn
attentiveness
patience
thick skin
Definition
meet expectations
customer delight
customer satisfaction
dissatisfaction
channels of communication
customer helpline
Internet and telephone (replace face-to-face contact)
mechanical systems
user-friendly web-site
problems with CS departments
repairs and refunds
delays in getting money back
poor-quality repairs
face-to-face
salespeople with poor product knowledge
too few staff at peak time
on the phone
being cut off
choosing a series of options
speaking to a disinterested person
how to predict customer heeds?
CRM
customer analysis
employees' role in customer experience
The Employee’s Training
The employee’s willingness to become involved (motivation).