You are likely to keep a customer if they have this type of experience.
What is a positive experience?
100
Series of activities designed to enhance the level of customer satisfaction-that is, the feeling that a product or service has met the customer's expectation
What is "Customer Service"?
100
Showing of politeness in one's attitude and behavior.
What is courtesy?
100
A location where complaints and problems are converted into successful saves for your customers and your company.
What is a Call Center?
100
Balmy Move
What is a warm transfer?
200
Great customer service is aimed at both these...
What are needs and wants?
200
Measure of how products and services supplied by a company meet or surpass customer expectation whether it is products, service, relationship, price convenience, brand and image, or employees.
What is "Customer Satisfaction"?
200
The art of understanding and acknowledging a customers feeelings and needs, before finding a solution.
What is empathy?
200
This is the program Altria uses to enter work orders.
What is FOT?
200
Discipline Digit
What is a control #?
300
A good way to personalize your relationship with a caller.
What is using a customer's name?
300
The total value propostion provided to a customer including the resolution and all interactions with the customer.
What is "Customer Experience"?
300
The code of ethical behavior regarding professional practice or action among the members of a profession in their dealings with each other.
What is Etiquette?
300
This is the government agency that regulates tobacco merchandising.
What is the FDA?
300
Grip question
What is a hold request?
400
This describes the tendency of a customer to choose one business or product over another for a particular need.
What is "Customer Loyalty"?
400
This is a number that is needed for all overnight/second day air requests.
What is an air accounting code?
400
Holler certificate
What is a call ticket?
500
The point at which a customer makes a decision to continue (or discontinue) their journey with a company based on their interaction or experience.
What is "The Moment of Truth"?
500
Optimally desgined, repeated interactions that strengthen the emotional, pyschological and physical investment a customer has in a company.
What is "Customer Engagement"?
500
The skill, good judgment, and polite behavior that is expected from a person who is trained to do a job well.
What is professionalism?
500
This is the carrier that handles the majority of three-day requests.