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Customer Service (11 Impressions that define Moment of Truth (Friendly,…
Customer Service
11 Impressions that define Moment of Truth
Friendly
Helpful
Responsive
Empathetic
Knowledgeable
Courteous
Credible
Confident
Attractive
Professional
Clean
Why Customers Don't Come Back
14%
- Product dissatisfaction
68%
- Attitude of indifference by the customer service employee
9%
-Other
9%-
Competitive reasons
Listening Techniques
Ask for clarification is needed
Create rapport
Occasionally repeat what has been said
Pay attention to tone and inflection
Takes notes
Do not jump to conclusions
Control your emotions
Do Not Interupt
Evaluate whether you're asking the right questions or not
Some things to keep in mind when dealing with Difficult Customers
Don't be afraid to ask for any type of help needed
They just want their problem fixed
Don't make promises
If they're on the phone, thank them for calling and state your name and the company's name.
Don't take it personally
Make personal connections
When a customer is angry, realize that they're upset about the problem and not necessarily you.
Listen actively