Customer Feedback
Recovery
Exceed with Value
Exceed with Information
Potpourri
100
Gathering information from customers to be carefully analyzed and used for company improvement.
What are focus groups?
100
Requires positive attitudes toward problem solving, but not necessarily "the customer is always right".
What is customer recovery?
100
Build loyalty by creating customer value.
What constitutes A+ value?
100
Make key information easily accessible.
What is one of many ways to enhance message clarity?
100
The self identity of the company. A sense of shared vision and shared mindset.
What is organization culture?
200
A level of feedback commitment that companies gather because they feel obligated to do so.
What is reluctant compliant?
200
All parties cooperate to solve customer concerns.
What is the most important in a customer dispute?
200
People remember what they feel with sound core products and services.
What is enhancing value with memorable experiences?
200
Providing information _________ _________ makes customers feel comfortable while receiving A+ information.
What is hand holding?
200
Owner of SP Computer Services.
Who is Adam Myers?
300
People hired to visit or contact companies posing as customers to provide feedback.
What is a mystery shopper?
300
Go above and beyond expectations.
What is one of many steps in recovering potentially lost customers?
300
The actual customer experience product or company.
What is associated value?
300
Make customer support accessible, offer customers Q&A, and live chat.
What are ways to best utilize A+ information in e-commerce?
300
Chris Zhang is the Customer Service Manager at the _______ ________.
What is Seattle Center?
400
A level of feedback commitment that is open and receptive.
What is an active listener?
400
Understand their motives and then get the customer to propose an acceptable solution.
How can a chronic complainer be handled?
400
Durability, functionality and ease of use.
What contributes to intrinsic value?
400
Media selection, message clarity and provide timely answers.
What are ways to produce A+ information?
400
Hesitant about letting go of authority.
Why are some managers resistant to empowering employees?
500
A level of feedback commitment that is a systemic process and measured over time.
What is metrics conscious technique?
500
Clarify and do all you can to resolve the problem.
What is another step in recovering potentially lost customers?
500
Valuing the product itself and the ability to accomplish what's intended.
What is contributing to intrinsic value?
500
Make key information easily accessible with ________ and ________.
What are graphics and icons?
500
North Seattle College advising, financial aid, cashier office and registration.
What departments on campus is Kathy Rhodes responsible for managing and leading?
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