Please enable JavaScript.
Coggle requires JavaScript to display documents.
CUSTOMER SERVICE (Characteristics of Good Customer Service (Politeness …
CUSTOMER SERVICE
-
Customer service tips
Remember that the thing that makes customers most annoyed is when they're passed from person to person on the phone. Take responsibility, and if you can't deal with it, then say you'll call them back. (You may need to refer it upwards to your supervisor for a decision first.)
-
Be friendly: use names, remember preferences, send a birthday card.
If customers have to wait, offer a drink, magazines and comfortable chair.
-
Customer satisfaction
Customer delight
When you get what you hoped for as a customer, your expectations are met and there is customer satisfaction. Products, sadly, often fall below expectations.
For example, there is low involvement when you buy something ordinary like petrol, and high involvement when you purchase something emotionally important such as a family holiday
Customer dissatisfaction
Research shows that 95 percent of dissatisfied customers don't complain, but just change suppliers.
if the customer is satisfied with your service, he will tell it to five people if he is dissatisfied with it to twenty. in this case, word of mouth works.
DEFINITION
the fact of treating customers in a polite and helpful way, which is considered an important part of running a good business
Risk of customer service
If companies pay lip service to customers, whether consumer or business, they run a risk missing out on valuable profits; those that value their customers and view them not only a source of revenue but also a means to improve as a business can reap the rewards.
-