Chapter 7
A type of extreme customer. They don’t complain, instead they let their complaints build up to the point where it’s easier to leave than address the issue
What is a quiet customer?
A gesture of compensation, specific to the situation,
that is offered to the customer who feels betrayed and not well served.
What is service recovery?
A strategy with the purpose of doing whatever it takes (legally and within reason) to keep a company’s current customers on a long-term basis
What is customer retention?
tell workers what is expected of them, in both quality and quantity of their work
what are standards?
What is managing a customer service department?
A type of extreme customer. That no matter how carefully you explain your position, the customer will misunderstand and take offense
What is a vocal customer?
Requires you to anticipate and solve
problems before they occur.
What is proactive problem solving?
A process in which one rewards CSRs, empowers CSRs, and trains CSRs.
What is retaining service professionals?
When managers generate a spirit of service, build trust, develop people, lead through example, stay focused on customer needs.
What is motivating CSRs?
Positive approaches that help
when interacting with customers. Open posture, kind hearted eye contact, etc
What are softening techniques?
Is a proactive approach that empowers customers to go to a company’s website and initiate most of the
queries and functions normally handled by a call center
What is customer self service?
Curriculum that emphasizes
developing phone and
interpersonal communication skills.
coaching, on-the-job training, and
role-playing
What is training CSRs
Monitor customer service calls. Review e-mails for consistency and organization’s core values.
What is monitoring CSRs
● “It’s our policy.”
● “I can’t; we don’t”
● “You should have…”
● “The only thing we can do…”
What are Trigger Phrases?
is the mental state that customers have about a
company and its products or services when their expectations have been met or exceeded
● Motivational tool that can give a
business the competitive edge it
needs to survive
● Gives employees the authority to
provide exceptional customer service
what is empowering CSRs?
● “How can I help”
● “Here’s what we can do...”
● “I can find out.”
● “The best option, I think, is...”
What are calming phrases?
a third-party person who anonymously and
objectively evaluates a business relative to customer service, product quality, store presentation, and other areas
what is a mystery shopper?
● Workers need to know that
management notices and appreciates
their contributions. A small recognition event or verbal acknowledgement means a lot.
What is rewarding CSRs?