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Customer Service (How to deal with hostiles or demanding customers?…
Customer Service
How to deal with hostiles or demanding customers?
empathy
degree of involvement
flawless service( but not overzealous)
tailored approach
insight approach
friendly manner
prepare yourself in advance
be yourself(don't get angry)
pre-emt the need
Developments and changes in CRM over the years
offshore call centres
untapped database and personal information
canned-scripted answers
marketing networks
poorly trained staff
clunky systems
Globally
Business needed to adapt locally in order to capitalaise globally
early
face-to-face communication
Brands and customer service in social networks(good channel of complaint)
World of mouth advertising(Coca-cola with names on bottles)
brands cannot hide this fact
Fat-paced real-time environment
we live in a very fast world and sometimes people do not have time to watch advertising, so advertising should be quick and understandable
Social media have matured(400m in Facebook)
Companies are faced with the prospect of new marketing tools)
Advanced customer service(f.e. chatting)
it saves time, moreover it is easier and quicker
Tips for perfect customer service
Yes
offer a drink if a customer waits
be friendly(remember names)-for helpline
Promotions for "preferred customers"
customer satisfaction surveys
organise events and invite customers
proper CRM software-all the details will get logged
all these actions lead to customer's satisfaction
No
arguing
run-around
lout a customer
lead to customer's defection and irritation
tailored and one-size-fits all approaches
one-size approach
high staff turnover
something that fits in with the standard
customer experience can go wrong
tailored approach
technologies(database)
encourage agents to provide feedback(lead to better customer's retention), risies satisfaction and allows you to repeat business
pre-empting the needs