Customer Psychology
Customers are more likely to remember this part of an interaction than the details of the entire experience.
What is the ending?
The most important word in service recovery is often this one.
What is "sorry"?
A company tracks repeat contacts because they indicate this operational issue.
What is lack of First Contact Resolution?
This phrase describes meeting a customer's expectations.
What is delivering on commitments?
A customer calls angry because their service technician is 10 minutes late. What's the best first action?
What is acknowledge the frustration?
A customer calls upset about a delayed order. The representative acknowledges the frustration before discussing solutions. This demonstrates this quality.
What is empathy?
A customer is more likely to forgive a mistake when they receive this immediately following the issue.
What is acknowledgment?
Customers commonly cite this as more frustrating than a long wait.
What is having to repeat information?
Service organizations often track this measure to determine how much effort customers expend to get help.
What is Customer Effort Score (CES)?
A customer requests a supervisor immediately. Before escalating, you should do this.
What is attempt to understand the concern?
This psychological phenomenon causes customers to judge an entire company based on a single interaction.
What is the Halo Effect?
The difference between fixing a problem and restoring customer confidence is called this.
What is service recovery?
A representative says, "That's not my department." This illustrates a lack of what?
What is ownership?
An organization focuses solely on speed and ignores accuracy. This customer service metric is likely to suffer.
What is quality?
A customer says, "I've called three times already." Your highest priority becomes this.
What is ownership?
A customer contacts five different departments and receives five different answers. Exceptional companies ensure this across all customer interactions.
What is consistency?
A customer is demanding compensation before you have investigated the issue. The best practice is to do this first.
What is gather the facts?
This occurs when multiple departments fail to communicate, resulting in conflicting information to customers.
What are organizational silos?
Exceptional service often requires balancing company policy with this customer-centered principle.
What is good judgment?
A customer is yelling but providing valuable information about a process failure. You should focus on this.
What is identifying the root cause?
A customer receives exactly what was promised but still feels disappointed because expectations were unintentionally elevated beforehand. This gap is known as what?
What is expectation misalignment?
A customer experiences a major failure, receives exceptional recovery, and becomes more loyal than before the incident.
What is the Service Recovery Paradox?
An executive discovers that poor customer service is driving customer churn, negative reviews, employee turnover, and lost revenue. Collectively, these outcomes indicate a failure in this organizational area.
What is customer experience management?
An employee spends extra time helping a customer, prevents an escalation, strengthens the relationship, and retains future business. This action generated what type of value?
What is long-term customer value?
You discover your company made a mistake that the customer has not noticed yet. What's the exceptional service response?
What is proactively informing the customer and providing a solution?