Show:
How to Keep customers
Benefits of keeping customers
How to handle angry customers
Customer service
True and False
100
How can a business show they appreciate their customers?
customer reward programs
100
Whats an unexpected benefit?
Employees are happier knowing that their efforts are keeping loyal customers.
100
Treat the customer as if they are always...
Right
100
What has the biggest impact on customer service?
Employees, Therefore staff training is key
100
Customers don't think its important for companies to have a strong platform
False
200
Its important to ____ ____from the competitors
separate your business
200
What are 2 benefits of longterm customers?
less problems therefore they require less help
200
When a customer complains when should action be taken?
Immediately
200
Why is communication with employees and customers important?
so everyone is informed about new deals, programs, changes... etc.
200
Customer Relationship Management is a system for managing a companies interactions with current and future customers
True
300
Why are loyalty programs a good idea for keeping customers?
increases profits gives customers reasons to come back
300
What is one of the biggest advantages of keeping customers?
Verbal referrals/free advertising
300
What does SLAM stand for?
Smile Listen Ask Manager
300
What is secondary to quality when it comes to customer service?
speed
300
Creating a customer database is a good way to attract new customers
False it helps keep existing customers
400
How to increase customer loyalty?
relate to your customers on a personal level and build a connection
400
A small percentage increase in customer loyalty can do what to profits?
increase profits by a significant amount
400
Its important to separate _____ from the situation.
Personal feelings
400
What should a company do when they receive negative customer feedback?
respond directly to the customer to solve any issues
400
Good customer service is not the determing factor in repeat customers
False
500
Its important to...
keep promises you CAN keep
500
What do studies show about the correlation with the cost of keeping customers compared to the cost of acquiring a new one?
keeping customers is around 10 % of the cost of acquiring a new one
500
How can an employee correctively solve the problem with the angry customer?
offer various possible solutions ask for customer feedback
500
What are the 3 most important skills an employee whois great at customer service should have?
Patience attentiveness Knowledge of the product
500
its important to include your own feelings when dealing with a angry customer
False separate your feelings from the situation