LESSON 5: SUCCESSFUL CUSTOMER SERVICE STRATEGY IN THE PHILIPPINE BUSINESS ENTERPRISE Flashcards
What is customer service?
Provides assistance and guidance to customers before, during, and after a purchase.
What does a customer service program assist with?
Helps consumers during product or service discovery, usage, optimization, and troubleshooting.
Also used to gather customer feedback and improve the overall service.
What is reactive assistance in customer service?
A norm where enterprises wait for a consumer to raise a question or an issue.
What is proactive engagement in customer service?
Entails predicting clients’ problems and addressing them before they happen.
Give an example of proactive engagement.
Lazada automatically refunds customers if their shipped product is missing.
What is traditional, brick-and-mortar support?
Refers to a traditional business that has a physical location and operates face-to-face.
What is email support?
An asynchronous communication channel for customers to contact businesses to resolve questions, challenges, and concerns.
What is messaging and chat support?
A channel where customers engage with companies using messaging applications.
What is the benefit of chat support?
Companies using chat support have the shortest resolution times and the best satisfaction ratings.
What is phone support?
An effective technique to settle difficulties where operators can handle complicated issues more quickly.
What is self-service in customer support?
Allows customers to find solutions independently, often using a collective knowledge base.
What is the principle of accessibility in customer service?
Refers to how easy it is for consumers to get in touch with the institution.
What does promptness mean in customer service?
Responding to a consumer, even if a quick solution isn’t possible.
What is clarity in communication?
Refers to the ease with which your speech may be processed.
What is transparency in customer service?
Keeping consumers informed and ensuring clear communication.
What is accuracy in customer service?
Determines service excellence by focusing on how well customer issues are resolved.
