Case study 1
1
2
• Organise ongoing customer service staff trainings.
• Monitor some customer service calls. Listen in unobtrusively on some customer service calls and pay attention to the tone and manner your representative use to discuss the situation with the customer.
• Improve staff’s verbal communication and listening skills.
• Give an excellent knowledge about products to all employees.
3
• When a customer has a complaint, first of all listen to the problem carefully. Active listening will do more than convey interest and concern to the customer. It will also help to accurately identify the root of the problem. Then we can recommend an effective solution to the customer’s problem. We can paraphrase the problem back to the customer to ensure it was heard …show more content…
Unhappy customers need quick solutions for their problems.
• Exceed customers expectations. It will make them happy and helps to change the situation.
5
i. Records
• Customer’s personal details.
• Customer’s contact details.
• customer service plan.
• procedures for updating the plan.
• minutes from meetings.
• customer complaints about products or services.
• identification of customer needs.
• customer feedback surveys.
It’s very important to keep customer information securely. Simply we can use books or files to keep information. It’s a primary method. Another way is use an electronic spreadsheet. We can store more detailed information in a database. It is very helpful to keep records securely and clearly.
ii.
• Computerised databases.
• CRM software .
• Electronic spreadsheet.
iii.
• When we are collecting customer service information, there are legal requirements regarding what we can do with the information we have collected. Any customer information that we collect must comply with privacy laws, whether we use this information or not. The laws also cover how we can store and use the information in our
1
2
• Organise ongoing customer service staff trainings.
• Monitor some customer service calls. Listen in unobtrusively on some customer service calls and pay attention to the tone and manner your representative use to discuss the situation with the customer.
• Improve staff’s verbal communication and listening skills.
• Give an excellent knowledge about products to all employees.
3
• When a customer has a complaint, first of all listen to the problem carefully. Active listening will do more than convey interest and concern to the customer. It will also help to accurately identify the root of the problem. Then we can recommend an effective solution to the customer’s problem. We can paraphrase the problem back to the customer to ensure it was heard …show more content…
Unhappy customers need quick solutions for their problems.
• Exceed customers expectations. It will make them happy and helps to change the situation.
5
i. Records
• Customer’s personal details.
• Customer’s contact details.
• customer service plan.
• procedures for updating the plan.
• minutes from meetings.
• customer complaints about products or services.
• identification of customer needs.
• customer feedback surveys.
It’s very important to keep customer information securely. Simply we can use books or files to keep information. It’s a primary method. Another way is use an electronic spreadsheet. We can store more detailed information in a database. It is very helpful to keep records securely and clearly.
ii.
• Computerised databases.
• CRM software .
• Electronic spreadsheet.
iii.
• When we are collecting customer service information, there are legal requirements regarding what we can do with the information we have collected. Any customer information that we collect must comply with privacy laws, whether we use this information or not. The laws also cover how we can store and use the information in our