Customer Service Fundamentals
This is the act of understanding and sharing a customer's feelings.
What is empathy?
Going above and beyond customer expectations creates this memorable outcome.
What is customer delight?
When customers stop doing business with a company because of poor experiences, it is called this.
What is customer churn?
This metric measures how satisfied customers are with a service interaction.
What is CSAT?
Customers are most likely to become frustrated when they experience long ______.
What are wait/resolution times?
Name three qualities of a great Customer Service Rep.
Active Listening
Empathy
Problem Solving
Patience
Tenacity
Adaptability
Positive Attitude
Contacting a customer before they discover a problem demonstrates this type of service.
What is proactive service?
Negative online comments about poor service can damage this valuable business asset.
What is brand reputation?
This metric measures how much effort a customer had to expend to resolve an issue.
What is CES (Customer Effort Score)?
Failing to communicate during a service disruption often creates this customer perception.
What is neglect or lack of transparency?
Customers often value this skill more than hearing an immediate solution.
What is active listening?
Remembering customer preferences and tailoring interactions is known as this.
What is personalization?
The loss of future sales due to dissatisfied customers represents this type of cost.
What is lost revenue?
This metric asks customers how likely they are to recommend a company to others.
What is NPS (Net Promoter Score)?
Poor service that goes viral on social media can create this type of organizational risk.
What is reputational risk?
Following through on promises helps build this important customer relationship trait.
What is trust?
Zappos and Ritz-Carlton are famous for empowering employees to provide this type of service.
What is exceptional customer service?
Customers telling others about a poor experience is known as negative _____ .
What is word-of-mouth?
FCR stands for this important customer service metric.
What is First Contact Resolution?
A software system or practice used by online casinos to manage interactions with customers, including data collection, marketing strategies, and customer service efforts.
What is the acronym and the meaning of the acronym?
CRM - Customer Relationship Management
The emotional connection customers develop after consistently positive experiences is known as this.
What is customer loyalty?
What does it mean to provide "above and beyond" customer service?
It means exceeding customer expectations by delivering exceptional service that is proactive and personalized.
Acquiring new customers typically costs much more than retaining existing customers, making this a major consequence of bad service.
What are increased acquisition costs?
A company's declining NPS score may indicate future problems in this business area.
What is customer retention and growth?
Research shows customers are more likely to become advocates when companies excel at this during service failures.
What is service recovery?