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Customer Satisfaction methods

Description

Mind Map on Customer Satisfaction methods, created by Nafiza Ali on 19/05/2016.
Nafiza Ali
Mind Map by Nafiza Ali, updated more than 1 year ago
Nafiza Ali
Created by Nafiza Ali over 8 years ago
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Resource summary

Customer Satisfaction methods
  1. Promotions
    1. Buy one get one free
      1. 2 for the price on 1
        1. Rewards for customer loyalty
        2. Customer service
          1. Excellent Product knowledge
            1. Helpful, freiendly and polite
              1. Deal effectively with customer complaints and compliments
                1. Refund/exchange policy
                  1. Body language, tone of voice and attitude
                  2. Products/services
                    1. Quality of products/servcies
                      1. Price of products/services
                        1. Brand of products
                          1. Unique selling point (USP) ?
                            1. Range of products
                            2. Meeting customer needs
                              1. Market research
                                1. Target audience
                                  1. Price sensitivity?
                                  2. Monitoring and evaluating customer service
                                    1. Feedback cards
                                      1. Interviews
                                        1. Questionnaires
                                          1. Observations
                                            1. Response to feedback
                                            2. Employees
                                              1. Performance management
                                                1. Customer service training
                                                  1. Rewards for good performance
                                                    1. Monitoring performance
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