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Customer Service - Coggle Diagram
Customer Service
Cause of service breakdown
Discourtesy/
Broken promise
Faulty Product
Poor service attitude
Lack of training
Uncooperative colleagues
Condescendind attitude
Types of difficult customer
Angry
Demanding
Indecisive
Dissatisfied
Talkative
High roller
Rip-off
Procedures of service recovery
Listen
Apologise
Own the problem
Action
Escalate
Document
Consequences
Loss of Goodwill
Damage image and reputation
Loss of customer
Loss of revenue
Bad-mouthing( ripple Effect)