Customer Relationship Management unit 2 understanding customers
Customer service st. unit
4
Costumer Service: 1. Answer your phone: make yourself accesible and maintain communication. 2. Don´t make promises unless you will keep them. (make promises you can keep/realiability) 3. Listen to your costumers 4. Listen to complaints: complaints are to improve. 5. Be helpful- even it there is not inmediat profit. 6. Train your step 7. Throw in something exttra. Beggins at the first moment you have contact with the costumer. Word Definition Example Internal Costumer All those whonwork inside to the Company. The manager bring a grat idea for the new offers. External Costumer All those who are outside the Company and with whom wse do bussiness The external costumer send a diploma for the Word of mouth. Word of Mouth Personal opinión or recomendation. The Word of mouth are so great! Good Will Faculty having to decide and manage their own behavior. The new employed are good will. Personnel Are the staff in a Company. The personnel are a good persons. Globalization Trending markets and companies to spread, reaching a global dimension that transcends The globalization of Mac Donal’s are so great.
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Transcript of Customer service st. unit
Costumer Service:
1. Answer your phone: make yourself accesible and maintain communication.2. Don´t make promises unless you will keep them. (make promises you can
keep/realiability)3. Listen to your costumers4. Listen to complaints: complaints are to improve.5. Be helpful- even it there is not inmediat profit.6. Train your step7. Throw in something exttra.
Beggins at the first moment you have contact with the costumer.
Word Definition Example
Internal Costumer All those whonwork inside to the Company.
The manager bring a grat idea for the new offers.
External Costumer All those who are outside the Company and with whom wse do bussiness
The external costumer send a diploma for the Word of mouth.
Word of Mouth Personal opinión or recomendation.
The Word of mouth are so great!
Good Will Faculty having to decide and manage their own behavior.
The new employed are good will.
Personnel Are the staff in a Company.
The personnel are a good persons.
Globalization Trending markets and companies to spread, reaching a global dimension that transcends national borders.
The globalization of Mac Donal’s are so great.
Word of mouth:
Opinión based adversiting. Positive word of mouth keeps costumers. Adversiting is good way to induce people buy. Adversiting increases awareness.
The impact of E-commerce on word of mouth:
The use of electronic media are ways to spread the word +/- It is now simpler that even just by forwarding emails. Posting on Facebook, MySpace, Twitter, etc.
The good and bad news costumer service:
Bad News: Company lose 10 to 30% of its costumer per year. Good News: organizatos that in tiate expective customer.
Costumer service will always be the decisive battleground where winners and losers are quickly sorted out.
slogan: Make it great.Why they choose: The service is very fast The flavor is delicious The ingredient is very fresh.Be Improve: Better customer service The place can be more
big.
Costumer service= diversity, iguality Teatment: process.
GYM: where the results are maded.
The Ultimate GoalIs to create costumer loyalty.Key elements: -What makes your costumer loyaltyNot costumer loyaltyResponse to some offer or temporary special incentice.Large market shareRepeated buying
Costumer loyalty.
Diven by an overall satisfaction.Involves commitment to make a sustained investment in on going relationships with the Company.
Costumer loyalty reflects
Combination of actitudes and behaviors.Repeated buyingWillingness to recommend the Company to othersResistance to swich to a competitor.
Conclusions: o Customer service skill development provides the most significant way to find
carrer success.o Service to internal and external costumer to equally as important.
