Customer Communication
Customers appreciate this simple action that lets them know you received their concern.
What is acknowledgment?
Repeat customers demonstrate this business outcome.
What is customer loyalty?
The first step in resolving most service failures is offering one of these.
What is an apology?
Customers may choose a competitor after experiencing this.
What is poor service?
The customer is always this.
What is right?
This communication skill involves repeating key details back to the customer to ensure understanding.
What is paraphrasing?
Customers who actively recommend a company to others are known as these.
What are advocates/promoters?
Customers generally become more satisfied when companies take this for mistakes.
What is ownership?
The spread of negative feedback online can harm this company asset.
What is brand reputation?
This phrase refers to exceeding expectations rather than merely meeting them.
What is going above and beyond?
Failing to provide updates during delays often creates this customer feeling.
What is frustration?
This emotional connection often influences customers more than price alone.
What is brand loyalty?
Making excuses instead of solving problems often damages this.
What is credibility?
Poor service frequently results in increased customer ______.
What is attrition or churn?
Companies often use surveys immediately following interactions to measure this.
What is customer satisfaction?
This communication method helps de-escalate upset customers by focusing on facts and solutions rather than emotions.
What is active listening and empathy?
Companies often reward loyal customers through these special programs.
What are loyalty programs?
This process involves restoring customer confidence after a service breakdown.
.
What is service recovery?
A company may experience reduced revenue and market share because of this customer behavior.
What is customer defection/churn?
This business strategy focuses every department on delivering value to customers.
What is a customer-centric culture?
Studies show customers judge service quality heavily based on this during difficult interactions.
What is communication effectiveness?
The total value a customer brings throughout their relationship with a company is called this.
What is Customer Lifetime Value (CLV)?
This leadership principle requires employees to have both authority and responsibility to solve customer issues.
What is empowerment?
This hidden cost occurs when customers simply leave without ever filing a complaint.
What is silent churn?
This occurs when a customer's expectations are higher than the service that is delivered.
What is a service gap?