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Customer relationship management (Customer service tips (Add Live Chat to…
Customer relationship management
1.
customer retention
refers to the ability of a company or product to retain its customers over some specified period. High customer retention means customers of the product or business tend to return to, continue to buy or in some other way not defect to another product or business, or to non-use entirely. Selling organizations generally attempt to reduce customer defections. Customer retention starts with the first contact an organization has with a customer and continues throughout the entire lifetime of a relationship and successful retention efforts take this entire lifecycle into account. A company's ability to attract and retain new customers is related not only to its product or services, but also to the way it services its existing customers, the value the customers actually generate as a result of utilizing the solutions, and the reputation it creates within and across the marketplace.
customer helpline
customer satisfaction
It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals."
The role of marketing networks in the success of business
How do you define top quality customer service?
Methods to train staff to deal with hostile customers
Develop Training Program
Define the types of customer interactions your employees are likely to encounter. These may include face-to-face meetings, email or telephone contact, retail sales.
Define your customer's wants, needs, desires and expectations. For example, if your business is a restaurant, customers want to be treated with friendliness and courtesy. They desire and expect great service and food, and they need to have problems taken care of right away.
Ask for a name / Remain calm / Do not interrupt / Don’t offer excuses. Offer solutions / Apologize gracefully
How are customer service requirements changing?
Ways to provide a tailor made approach
Customer service tips
Add Live Chat to website
Always respond timely (Do not waste time)
Always use positive language
Apologize for any inconvenience
Listen to your customers
Provide incentives and rewards
“I don’t know” is never an appropriate response
Solving a problem ASAP (without redirecting users)
Train executives and train them to understand and believe your product
Show some empathy
Use the first name
Walk the extra mile—do something extra which consumers won’t expect