customer relation Flashcards
customer relations
communication with customers and addressing complaints and treat them as opportunities for improvement
customer
a person or business that buys goods or services from another business
2 types of approach
reactive
proactive
reactive
respond to customer issues only after they have occurred or reached out
proactive
delivering what customers need before they know they need it
reacting to a problem after it arises
reactive
preventing problems before they arrise
proactive
proactive benefits
increased efficiency
increased customer loyalty
increased revenue
4 types of customer relations in proactive approach
integrity
empathy
sympathy
compassion
integrity
doing what is right even when no one will know the difference or like honest
empathy
ability to understand and share the feelings of other
putting urself in other shoe
sympathy
only allows u to communicate that u understand their problem
compassion and concern
compassion
to feel customers situation
relieve their suffering
5 stages
face to face service
invention of telephone
here comes the internet
social media supports surges
welcome ai customer service
3000BC
first long trade occured
1760
customer supports team
1760-1820
industrial revolution
1776
adam smith published wealth of nation
1868
watkins liniment door to door money back guarantee
1894
telephone switchoard
1960
call center
1992
President George H. W. Bush established Customer Service Week
2003
2004
myspace
2006
twitter, co founder jack dorsey
qoute of douglas adams
To give real service you must add something which cannot be bought or measured with money, and that is sincerity and integrity
types of customers
loyal customer
impulse customer
discount customer
need-based customer
wandering customer
Customers that make up a minority of the customer base but generate a large portion of sales
loyal customer
Customers who do not have a specific product in mind and purchase goods when they seem good
impulse customer
Customers who shop frequently but base buying decisions primarily on markdowns
discount customers
Customers to buy a specific product
need based customer
Customers who are still determining what they want to buy
wandering customer
core value for any customer support professional, it means being honest
integrity
6 ways to show integrity
be transparent
be consistent
be respectful
be ethical
be proactive
be quality-oriented
the ability to validate a client’s emotions and show that you share their dissatisfaction or grief
empathy
why is empathy important in customer service
customers desired to be heard. they seek a sense of being heard and comprehended
according to Maslow’s Theory of Human Motivation
connecting with clients is essential to any business’s success
enables you to convey to a consumer that you comprehend their issue; it does not convey to them that you comprehend WHY they feel the way they do
sympathy
8 ways of showing compassion
technology
training
tone & language
customer (human) first
understand emotions
reporting & analytics
artificial intelligence
routing & assignment
