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Customer service is the assistance and advice provided by a company to its customers. Learn about different types of customer service, such as in-person, online, automated, and AI-based, and how to measure customer satisfaction and loyalty.
Learn about the role, skills, and salary of customer service representatives (CSRs), who interact with customers to handle complaints, process orders, and provide information. CSRs may work in call centers, retail, or online platforms.
Course content typically includes greeting the customer (either by phone or in person), questioning to understand the customer’s need or problem, listening, confirming understanding, responding with value, using positive language, eliminating jargon, concluding the phone or face-to-face interaction, dealing with angry customers, and the importance of body language and tone of voice.
Learn about the history, types and features of CRM systems, which are used to manage interactions with customers across different channels and platforms. Find out how CRM can help businesses improve customer satisfaction, loyalty and sales growth.
Customer knowledge is the information needed, created and absorbed during the exchange between customers and enterprise. It can be classified into different types, such as knowledge about, for and from customers, or behavioural and attitudinal knowledge.
Learn about the definition, dimensions, realms, and design of customer experience, the totality of customer responses during all stages of the consumption process. Find out how customer experience differs from customer service and customer satisfaction, and how it affects loyalty and brand value.
The International Customer Service Institute (TICSI) is an international partnership organisation to enable the recognition and sharing of global best practice in customer service. It was founded in 2005 operating out of London and Dubai and has developed The International Standard for Service Excellence (TISSE). [ 1 ]
Customer satisfaction is a term used in marketing to evaluate customer experience and how products and services meet or surpass customer expectations. Learn about the theoretical frameworks, metrics, and methods to measure customer satisfaction and its impact on loyalty and retention.