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Customer Service (Why? (Customer satisfaction, Prevents customer turnover,…
Customer Service
Why?
Customer satisfaction
Prevents customer turnover
Differentiate from others
Retain customers
Positive working environment
Receiving feedback
How?
Customer-oriented attitude
Phone calls
Quick responses
Greetings
Ask if you can help
Introduce yourself
Managing complaints
Calm emotions
Take a breath
Look at the big picture
Listen carefully
Empathise with the customer
Acknowledge the situation
Don't pass the buck
No buts
Apologise even if it's not your fault
Resolve the situation
Benchmarking
Finding out how the best companies meet these standards
Setting best practice standarts
Establishing differences between ordinary and excellent CS
Techniques
Service standarts
Sales enquiries responded to within 24h
Max 15 min queue time
Satisfaction rate above 90%
SMART objectives
Realistic
Agreed
Measurable
Specific
Time-based