1
Q
include the dynamic systems and technologies influencing contemporary service delivery
A
trends in customer service
2
Q
13 trends in customer service
A
- self service client assistance is expanding
- automating in-app support and training
- business are boosting their spending on customer service
- customers desire more individualized interactions
- customer expect empathy from your customer service team
- omni channel support
- messaging channels will grow in popularity
- support automation with ai chatbots
- face to face video support from customer service teams
- customer expect companies to automatic simple tasks
- stronger brand relationships
- transparency around how business collect, use, and share customer data
- businesses are prioritizing customer success
3
Q
7 best practices in customer service
A
- hire the right people, and treat them well
- correctly manage customer expectations
- focus on first impressions
- constantly collect data
- personalize it
- be where the customers are
- maintain your focus
4
Q
4 measuring customer service effectiveness
A
monitoring calls
customer surveys
count customer complaints
speed of resolution
5
Q
the art of giving good services
A
a. three basic elements
b. developing a customer service oriented business
c. evaluating service
6
Q
a. three basic elements
A
- Service definition significantly impacts customer interactions
- reconsider who your customers are
- develop a customer-friendly attitude
7
Q
b. developing a customer service oriented business
A
in-focused company
customer-focused company
it pays to please
8
Q
c. evaluating service
A
self-evaluation
company evaluation
9
Q
4 basic customer service problem-solving steps
A
listen to a customer
acknowledge a client’s pain
offer alternative solutions
follow-up
customer service
flashcards
Decks in class (2)
# Cards
