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CUSTOMER SERVICE (Methods to train staff to deal with hostile customers…
CUSTOMER SERVICE
Methods to train staff to deal with hostile customers
Ask for a name
Remain calm
Do not interrupt
Don’t offer excuses. Offer solutions
Apologize gracefully
Get to the bottom of the problem
The last straw
Top quality customer service
NOT: irate & frustrated
handle complaints
establish rapport
complement face-to-face contact
++++
Talk at across purposes
Value-added services and Extensive warranties
Provide consistent standards of service
Customer relationship management
indicates (customer satisfaction)
customer allegiance (=loyalty)
the scope of delight
the degree of involvement
customer retention
customer defection
to deal with churn
feedback
customer helpline
a special telephone service – to get advice
channel of complaint
a statement – unacceptable situation
The role of marketing networks in the success of business
it is not companies but marketing networks competing
several manufactures – call centre is a subordinator, transport company as a deliverer
services by yet another organization as part of manufacturer's product support