Measuring customer satisfaction:
+ meet deadlines, on time delivery
+ accurate invoice amount
+ clear & helpful quotes, estimate, proposal
+ talking about change in delivery, back order situation
+ follow through on commitment
+ overall value, quality, range of products/services
+ competent employees, helpful CSR before and after the sale.
+ price
+ problem resolution approach
+ prompt shipment that match order & specification
Customer retention strategy:
+ sell & sell again, each service encounter remind customer again why they’ve made right decision to do
business with you.
+ bring back “lost sheep”, reactivate customers who know you & product is 1 of the easiest, quickest way to
increase revenue. Find out why no longer buying, overcome objection, demonstrate value & respect lead to
loyal customers
+ frequent communication calendar, use letter, event, thank you note, phone call, special offer, occur in pre-
sale, sale, post-sale process
+ product/service integrity, open, honest, care, genuine interest in customers
Customer oriented website has:
+ Frequent asked questions (FAQ), a place customer visit to find answers to the most often asked questions
+ contact info include email address, toll free telephone number, mailing address
+ customer feedback form, questions aren’t in FAQ, online form to fill out, CSR respond several times a day
+ live chat give customer targeted info
+ online customer forum where customer respond quickly to each other
Knowledge base:
+ database has info on how to resolve common service problems, created & used by CSR
+ customer submit problem, question goes to live CSR, refine response, add it to computerized knowledge
base
Customer self service (CSS):
+ popular proactive approach in CS
+ empower customers to go to web
+ offer convenient alternative in response to demand for responsive, reliable service
+ 1 of the most important items self service systems has accurate, well-written knowledge base
+ acknowledge & address their own service problem
+ attractive & informative web that easy to use & accessible
+ 24/7/365 customer support
+ get answer without delay
+ effective win-win
Proactive problem solving:
+ anticipate, solve problems before they occur.
Platinum rule - treat people the way you want to be treated.
, 2 crucial recovery steps:
+ acknowledge the receipt of every complaint immediately. This shows you’re sufficiently concerned about
problem to contact the customer; CS team is on the job to resolve by verbal acknowledge or written message
+ explain in writing exactly how you remedy the problem. Tell customer what will be done & when
Managing complaints professionally:
+ admit immediately any mistake on your part
+ look for common ground with customer to find solutions for all parties
+ stand behind guarantees & promises you make
+ handle criticism diplomatically
+ stress what you can do, not what you can’t do
Trigger – calm phrase:
+ it’s our policy – here’s what we can do, here’s how we can handle this
+ I can’t, we don’t – I can, we do
+ what seems to be the problem – how can I help?
+ I don’t know – I can find out
+ you should have – let’s do this
+ you should have – let’s do this
+ why didn’t you – I can see why
+ the only thing we can do – the best option I think is
+ I don’t handle that, it’s not my job – let’s find the right person to handle your concern
3 shortcomings cause customers angry:
+ someone was rude
+ someone was indifferent, “can’t do” attitude
+ no one listen, tragic waste of feedback opportunity, come across as insensitive
+ customer have prior bad experience
+ they felt if they would get runaround
+ they resent potential loss of money
+ they dislike being inconvenienced, waste of their time
+ they feel loss of control
Procrastination:
+ don’t wanna do task, we available with smaller, easier, comfortable projects. Avoid tasks, problems are
uncomfortable => tackle biggest project 1st, little one in spare time
+ interrupting, get coffee, stop to talk… => set time frame, seat bell to the chair
+ make project big, when job too big to get started => divide into small parts, set realistic goals to complete
each one
+ convince of defeat, negative self-talk => positive thought
Time waster:
+ limit number of customer to serve a day
+ influence the time to fully handle customer problem
Vocal customer type:
+ vocal, angry, unruly customer take your explanation as offense
+ they don’t respond to reason or goodwill, become abusive, personal, threatening
Self-awareness, tact, diplomacy, understand emotions, identify what actions, words trigger anger
+ meet deadlines, on time delivery
+ accurate invoice amount
+ clear & helpful quotes, estimate, proposal
+ talking about change in delivery, back order situation
+ follow through on commitment
+ overall value, quality, range of products/services
+ competent employees, helpful CSR before and after the sale.
+ price
+ problem resolution approach
+ prompt shipment that match order & specification
Customer retention strategy:
+ sell & sell again, each service encounter remind customer again why they’ve made right decision to do
business with you.
+ bring back “lost sheep”, reactivate customers who know you & product is 1 of the easiest, quickest way to
increase revenue. Find out why no longer buying, overcome objection, demonstrate value & respect lead to
loyal customers
+ frequent communication calendar, use letter, event, thank you note, phone call, special offer, occur in pre-
sale, sale, post-sale process
+ product/service integrity, open, honest, care, genuine interest in customers
Customer oriented website has:
+ Frequent asked questions (FAQ), a place customer visit to find answers to the most often asked questions
+ contact info include email address, toll free telephone number, mailing address
+ customer feedback form, questions aren’t in FAQ, online form to fill out, CSR respond several times a day
+ live chat give customer targeted info
+ online customer forum where customer respond quickly to each other
Knowledge base:
+ database has info on how to resolve common service problems, created & used by CSR
+ customer submit problem, question goes to live CSR, refine response, add it to computerized knowledge
base
Customer self service (CSS):
+ popular proactive approach in CS
+ empower customers to go to web
+ offer convenient alternative in response to demand for responsive, reliable service
+ 1 of the most important items self service systems has accurate, well-written knowledge base
+ acknowledge & address their own service problem
+ attractive & informative web that easy to use & accessible
+ 24/7/365 customer support
+ get answer without delay
+ effective win-win
Proactive problem solving:
+ anticipate, solve problems before they occur.
Platinum rule - treat people the way you want to be treated.
, 2 crucial recovery steps:
+ acknowledge the receipt of every complaint immediately. This shows you’re sufficiently concerned about
problem to contact the customer; CS team is on the job to resolve by verbal acknowledge or written message
+ explain in writing exactly how you remedy the problem. Tell customer what will be done & when
Managing complaints professionally:
+ admit immediately any mistake on your part
+ look for common ground with customer to find solutions for all parties
+ stand behind guarantees & promises you make
+ handle criticism diplomatically
+ stress what you can do, not what you can’t do
Trigger – calm phrase:
+ it’s our policy – here’s what we can do, here’s how we can handle this
+ I can’t, we don’t – I can, we do
+ what seems to be the problem – how can I help?
+ I don’t know – I can find out
+ you should have – let’s do this
+ you should have – let’s do this
+ why didn’t you – I can see why
+ the only thing we can do – the best option I think is
+ I don’t handle that, it’s not my job – let’s find the right person to handle your concern
3 shortcomings cause customers angry:
+ someone was rude
+ someone was indifferent, “can’t do” attitude
+ no one listen, tragic waste of feedback opportunity, come across as insensitive
+ customer have prior bad experience
+ they felt if they would get runaround
+ they resent potential loss of money
+ they dislike being inconvenienced, waste of their time
+ they feel loss of control
Procrastination:
+ don’t wanna do task, we available with smaller, easier, comfortable projects. Avoid tasks, problems are
uncomfortable => tackle biggest project 1st, little one in spare time
+ interrupting, get coffee, stop to talk… => set time frame, seat bell to the chair
+ make project big, when job too big to get started => divide into small parts, set realistic goals to complete
each one
+ convince of defeat, negative self-talk => positive thought
Time waster:
+ limit number of customer to serve a day
+ influence the time to fully handle customer problem
Vocal customer type:
+ vocal, angry, unruly customer take your explanation as offense
+ they don’t respond to reason or goodwill, become abusive, personal, threatening
Self-awareness, tact, diplomacy, understand emotions, identify what actions, words trigger anger
