Chapter 1-3 Flashcards
Introduction, Challenges of Customer Service, Solution to Issues in Customer Service
Definition of Customer Service
To enhance the customer experience
To support offer customers both before and after
To help them have an easy and enjoyable experience
Importance of CS
Competitive edge
Increase positive relation
Spark good words promoting
Increase sale
Types of channel
Phone
Email
Self-service
FAQs
Social Media
On-site
Mandatory CS Skills
Patience
Empathy
Attentiveness
Crystal clear
Knowledge of product
Achieving Excellent CS
Continuously developing
Empowered employees
Technology and information
Examining performance
5 needs of customers
Price
Action
Service
Appreciation
Quality
Customer worthiness (what we might lose)
Lose current dollar
Lose jobs
Loss reputation
Lose future business
Obstacle beyond control
Management Philosophy
Unreliable equipment
Outdated manual
Obstacle within control
Laziness
Attitude
Moodiness
Inability to handle stress
Technique for exceeding customers’ expectation
Become familiar
Ask their expectation
Tell them what they can expect
Fulfil their expectation
Maintain consistency
Communicate
keys to credibility (build credibility)
Practice consistency
Keep your word
Develop expertise
Teammate with co-worker
Show dedication
Treat high level of respect to everyone
Apologise if wrong
Problem as opportunities
Understand needs and desire
Identify and improve weakness
Foster long-term relation
Investigate cause issue
Creativity in CS
Create new ideas
Share innovative problem-solving
Open approach problem-solving
Environment that encourages creativity
7 Problem-solving process
Identify problem
Understand unique characteristics
Define requirements (company policies)
Identify possible solution
Select the best solution
Implement solution
Observe and evaluate
Strategies to develop Negotiation skills
KYC
Ask questions listen spoken unspoken
Policies which area flexible
Demonstrate willingness to be flexible
Handle anger
Consider what customers may lose
Determine mutually benefit
