Please enable JavaScript.
Coggle requires JavaScript to display documents.
Customer service (Tips (Active listening: use the name, full attention,…
Customer service
Tips
Active listening: use the name, full attention, write down key points, do not argue, eye contact and body language (face-to-face)
Offer a drink, magazine and chair
-
-
-
-
-
When you ship smth, include a flyer or catalog inside
-
-
-
SATISFACTION; RETENTION
-
-
-
-
RETENTION - retaining as many customers as possible, through loyalty initiatives. COSTS 7 TIMES LESS THAN ACQUISITION
-
Social media
SM grew rapidly, reach to rival Google and TV channels
-
-
-
INTERACTION
-
general (checking cell phone balance); predictable (come and buy), unpredictable (site goes down), unwanted (operator charges a service customer didnt want)
-