A complaining customer is
Always right
Almost right
Often lying
Always the customer
Customers who complain:
Have trouble in their primary relationships
Are doing you a service in identifying what isn’t working in your business or organization
Has something personal against me
CRM stands for:
CredR Relationship Management
Communicating Random Meaning
Customer Relationship Management
Customers who complain want . . .
To be heard and have their experience validated
Something for nothing
Defame the company by all means
Customer Service teams:
Are the afterthought that cleans up messes other departments cause
Are always at the receiving end
Are leaders in understanding customer behavior patterns and build customer loyalty
For a company to be considered service-oriented:
At least 20% of its employees must work in the customer service department
Its managers must at one time have been CSRs
Customer service must be addressed by all departments
Customer Care is:
A new program where customers care for themselves
A philosophy wherein the customer is wrapped in service even before a problem arises
Advisors take calls and handle emails
Customer Service Culture is
An environment where customer service permeates the thinking of the entire company
A mythical civilization in which everyone smiles and welcomes you when they meet
