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
Cubs, Sox, Bulls, Bears, Hawks. You won't find "I" in any of them.
What is a Team?
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
The quality of being honest and having strong moral principles; moral uprightness.
What is Integrity?
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
The regard that something is held to deserve; the importance, worth, or usefulness of something.
What is Value?
300
"Holler Certificate"
What is a Call Ticket?
400
This should always be asked before thanking the customer for calling.
What is "Is there anything else I can help you with"?
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
An important step often overlooked in dealing with customers after the call. You should always do this.
What is "Follow Up"
400
An obligation or willingness to accept responsibility.
What is Accountability?
400
"Nucleus Scruples"
What are Core Values?
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
The quality of being outstanding or extremely good