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Lesson Goals:
Service Statistics
• Only 37% of brands received good or excellent
customer experience index scores in 2012. 64% of
brands got a rating of “OK,” “poor,” or “very poor”
from their customers.
• Poor customer experiences result in an estimated
$83 billion loss by US enterprises each year
because of defections and abandoned purchases.
Service Statistics
• Over 60% of customer service managers select customer satisfaction as
the key metric for determining the success of their support organization.
Secondary priorities include first call resolution, average handle time, and
wait time.
• Reliability
• Assurance
• Tangibles
• Empathy
• Responsiveness
Gaining the Customer Satisfaction Edge
Reliability
Assurance
Tangibles
Empathy
Responsiveness
1. Stop talking!
2. Put the customer at ease
3. Pay attention to nonverbal
language
4. Listen for what is not said
5. Know exactly what the other person is saying
Gaining the Customer Satisfaction Edge
Telephone Reminders
• Don’t argue
• Listen carefully
• Apologize and use
reflective communication skills
• Show empathy
Gaining the Customer Satisfaction Edge