Customer Experience
Every interaction is a brand moment- in store, phone, chat, email or post-sale.
'What is the 'customer experience philosophy'
When I say ' that's not my job,' I dont have this.
What is an "Ownership Mindset?
Well trained staff project calm so customers read that as trustworthy
What is confidence and competence?
This department escalates payment disputes
What is Accounts Department ?
This should be your first response when a customer is upset- not an argument or explanation
What is an apology?
This generates at least 60% of business
What is: Repeat business
I can lower my voice, acknowledge frustration, and focus on solutions.
When you have to smooth things over with a co-worker, even when the conversation is difficult.
We represent campaigns and partners accurately
What is the Marketing Department?
When a customer raises their voice, remaining calm and speaking in a controlled tone demonstrates this important skill
the unconscious process where people automatically mimic and share the moods, facial expressions, and behaviors of those around them
What is: Emotional contagion?
We negotiate pricing and delivery
What is Inventory/Warehouse Departmennt
Instead of saying ' That's not my problem', use this phrase to show ownership and willingness to help
WHat is : 'Let me see what I can do to help?'
What is excellent customer service / excellent customer experience?
When you notice the urgency, technical comfort level, and mood
What is 'reading the customer'?
the obligation or willingness of an individual or organization to accept responsibility for their actions, explain decisions, and be transparent about the results
What is: 'Accountability'
Routed repairs, warranty claims and technical escalations come here.
What is Service Department?
A customer says : 'I've already explained this three times!' , The best response to acknowledge their frustrationand then do this
What is: clarify the issue and confirm what they need?
any employee, team, or department within an organization that relies on the services, information, or deliverables of another colleague or department to do their job
What is 'An internal customer'
You should let the customer finish, paraphrase back their need
What is 'active listening?'
Feeling safe asking for help or admitting mistakes and escalating problems early instead of hiding them
What is 'Psychological safety'
Attends to customer's immediate needs and purchases.
What is Sales Department?
When a situation cannot be resolved at your level, this should happen rather than continuing an argument with the customer
What is escalate appropriately?