Service vs. Experience
What is customer service?
Direct help and support given to a customer.
What are dirty stores, long lines, and disorganization examples of?
Customer experience
What impact involves customers returning over time?
Customer retention and loyalty
What is the term for building a connection where someone feels comfortable and understood?
Rapport
What does the “A” in STARS stand for?
Approach with Friendliness
What is customer experience?
The overall feeling about a business and or journey.
What causes many customers to leave a business?
Bad customer service
What do 95% of customers do before buying a product?
Read online reviews
What does the “I” in I CARE stand for?
Introduce Yourself
What part of STARS focuses on problem solving?
S- Solve Problems Quickly and Politely
What are warm greetings and saying thank you examples of?
Customer service
What is something a happy customer might do online?
Write a review / post on social media / tell others
How much money do U.S. companies lose each year due to poor customer service?
$62 billion
Asking if someone is shopping for a gift is an example of which step in I CARE?
Ask Questions
What part of STARS reminds you to listen?
R - Remember to Listen Carefully
What are clean stores, soft music, and easy checkout examples of?
Customer experience
What have 94% of customers said reviews made them do?
Avoid a business
What company closed 8,000 stores in 2018 for racial bias training?
Starbucks
What does the “R” in I CARE stand for?Respond with Care
Respond with Care
What part of STARS reminds you to think about the whole experience?
T - Think About the Whole Experience
What is one key difference between customer service and customer experience?
Service = direct interaction; Experience = overall journey/feeling
Name two things a happy customer might do.
Writes reviews, tells friends, posts online, returns to shop again
How much did the Starbucks crisis cost in lost sales?
$12 million
Name all five steps of I CARE.
Introduce, Connect, Ask Questions, Respond with Care, Engage
Name all five STARS components.
Solve Problems Quickly & Politely; Think About the Whole Experience; Approach with Friendliness; Remember to Listen Carefully; Scan the Store’s Appearance