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Customer service is the assistance and advice provided by a company to its customers. It can be done in person, online, or by automated means, such as AI chatbots or IVR. Learn more about customer service metrics, strategies, and challenges.
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.
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 Customer Service Excellence Standard is made up of 5 criteria with 57 elements in total. Assessment is carried out via a desktop review by an authorised assessor followed by an on site visit lasting one, two or three days (sometimes more) depending on the size of the department or organisation being assessed.
SERVQUAL is a questionnaire that measures service quality by comparing customer expectations and perceptions along five dimensions: reliability, assurance, tangibles, empathy and responsiveness. It is based on the expectancy–disconfirmation paradigm and the model of service quality, which identifies five gaps that may affect service quality.
Service quality is a comparison of perceived expectations and performance of a service, and it can be influenced by various factors such as technical, functional, reliability, assurance, tangibles, empathy and responsiveness. Learn how to measure service quality using different methods and models, such as SERVQUAL, RATER and e-service quality.
The Kano model is a theory that classifies customer preferences into five categories: must-be, one-dimensional, attractive, indifferent and reverse quality. It helps to identify the features that satisfy, delight or dissatisfy customers and to improve product design and innovation.
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.
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