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Customer Service - Coggle Diagram
Customer Service
Procedures of service recovery
‒ Apologise & empathise
‒ Own the problem
Listen to customer
‒ Follow-up / escalate
‒ Act to solve
‒ Document
Consequences of service breakdown
Ripple effect
Lose goodwill, revenue
Tarnish company image and reputation
Customer defection
Causes of service breakdown
Broken promise
Faulty product
Poor service attitude
Discourtesy
Lack of training
Uncooperative colleagues
Condescending attitude
Types of customers
Angry customer
• Dissatisfied customer
• Indecisive customer
• Demanding customer
• Talkative customer
• High-roller customer
• Rip-off customer