Pointers-to-Review.pdf

The term that describes being honest, ethical, and trustworthy in customer service, it involves doing the right thing even when no one is watching, and being transparent. Integrity Identify the term that describes the ability to understand and share the feelings of the customer by p...

The term that describes being honest, ethical, and trustworthy in customer service, it involves doing the right thing even when no one is watching, and being transparent. Integrity Identify the term that describes the ability to understand and share the feelings of the customer by putting yourself in their shoes. Empathy Identify the term that involves feeling sorrow or concern for a customer's problems or difficulties, and focuses on expressing compassion for their struggles. Sympathy Identify the term that involves a genuine desire to help alleviate someone’s suffering and taking action to assist them, going beyond sympathy and empathy. Compassion The term that involves clear, regular, and honest updates about products, services, or issues, fostering transparency. Communication It describes being quick and efficient in responding to customer queries, complaints, or feedback. Responsiveness Identify the term that involves being able to adapt to customer needs, providing personalized solutions, and adjusting policies or services when necessary. Flexibility Being dependable and consistent in delivering on promises, whether related to product quality, service delivery, or problem-solving. Reliability Anticipating customer issues and resolving them before they escalate, often before the customer even brings them up. Proactive Problem Solving It aims to provide insight into and improve the company/customer relationship by combining views of customer interactions. Customer Relationship Management Goals of Exceptional Customer Relations. Exceeding Customer Expectations Building Trust and Confidence Creating Emotional Connections Encouraging Customer Advocacy Improving Customer Retention Increasing Customer Satisfaction Attributes of customer service-oriented business Customer-Centric Culture Proactive-Customer Engagement Effective Communication Strong Customer Relationship Continuous Improvement of Service Empowered Employees Technology Integration Current Trends in Customer Service AI-Powered Customer Service Omnichannel Support Hyper-Personalization Self-Service Solutions Proactive Customer Service Emotional Intelligence in Customer Service Real-Time Support and Instant Gratification Sustainability and Social Responsibility in Service