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Customer service (5 quality factors for customer srices (tangibles (create…
Customer service
5 quality factors for customer srices
reliability
consistent delivery
appropriate levels of performance
responsiveness
itelligent flexibility
tailored response(s)
assurance
trust in the system
trust in people
trust in product
empathy
people are people
treat individually
personal response/treatment
tangibles
create wherre possible
balance intangibles
give sense of value
give sense of purchase/ownership
Ideal customer
customers
life blood
attract
word-of-mouth
build pictures
crystal clear
imprint
recognise
demographics
gender
age group
income
location
psychographics
solutions
needs
wants
Problems while dealing with customer service
on the phone
being put on hold; speaking to a disinterested person;
being cut off
face to face
unhelpful customer srvice personnel; stressed or indifferent staff
repairs and refunds
delays on repairs; delays in getting money back ;
poor-quality repairs
Training and Development
create customer engagement prastice sessions
develop key set of customer service practices
mantain small class limit to new CSR's sessions
preapre new storyboards
faciliate CSR training and development
prepare company for changes in supporting customer service training
establish connection between the training exercises and actual customer engagements
develop skilled in-home trainers from Customer Service Group
evaluate training through Customer Satisfaction Surveys
reduce tech support needs
improves overall sales
increases " Repeat Customers"