Customer Experience Flashcards
What is customer experience?
It is the collective interactions and experiences that customers have with a bank through their entire journey, from first contact to becoming a happy and loyal customer.
What are the drivers of great customer experience?
- great first impressions
- going the extra mile to do something extra to delight the customers
- showing a genuine effort of going a step further in order to solve the customer’s problems
- making the customer feel appreciated and wanted
- good combination of advanced technology and human interaction to exceed customers’ demands
Why is customer care important to financial service providers?
- without customers there will be no business
- good customer care is important to financial service providers
- it is important for competitive advantage
- it leads to increased business performance
- satisfied customers become advocates
What are the 5 elements of service quality?
- R- reliability
- A- assurance
- T- Tangibility
- E- empathy
- R- responsiveness
Name 5 ways you can demonstrate empathy to customers?
- listen actively
- be aware of cultural sensitivity an best communication style
- allow them to vent
- exhibit good body language
- ask open-ended questions
What are some benefits of customer complaints?
- they are the best assessment of your bank by your customers
- they give the bank an opportunity to improve the quality of their product or service
- complaints can be used to develop one on one relationships with customers
- it is a less costly form of research
Why would some customers seem difficult?
- Tired or frustrated
- Confused &
overwhelmed - Defending their ego
- Feeling ignored
- Unfamiliar with the situation
- Under the influence of drink or drugs
- Lack of understanding
- In a bad mood
How do you deal with angry customers?
- D- Don’t lose your cool
- Encourage venting
- Focus on customer’s feelings, using empathy
- uncover the facts
- suggest/share solutions
- end positively by thanking them and following up
What are the 7 CX principles
- Be accessible and efficient
- See it from their point of view
- take responsibility and solve it first time
- recognize them and tailor our offer
- keep them informed
- do what we say we will do
- Go the extra mile
What are the 3 dimensions of customer experience?
- Effectiveness- get value from the experience
- Ease- customers get value from the experience without difficulty
- Emotion- feel engaged by the experience
What do customers want?
- simplicity & convivence
- speed and instant access
- more choices
- personalized services
- trust and security
What are the six pillars of CX Excellence?
- personalization
- integrity
- expectations
- resolutions
- time and effort
- empathy
What is the CX vision?
Build winning and trusted relationships through differentiated experiences
What is the framework for connecting with the customer?
- Make a good impression
- listen
- show and tell
- great finish
What are some techniques for handling difficult conversations?
- Reflective listening
- Staging to deliver bad news
- playback and phrase substitution
- Can-can technique (to prevent confrontations and avoid saying no to people)
- Triple A (Acknowledgement, assessment of the situation, alternative provision
