Providing a positive experience at the point of sale, with pretty packaging, serving coffee and waterHaving a fast and practical service that does not get in the way of your company’s businessTreating my customer politely and resolving their problems, provided that it is during business hours and using the available service channels (telephone and e-mail)Making interactions between the company and the consumer always gratifying. Valuing the customer is the primary focus so that it is not just about the “consumption process”.
I don’t provide a specific customer service channelTraditional channels: telephone and e-mailTelephone, e-mail and Facebook messengerTelephone, e-mail and the company’s social media (Facebook, Instagram, LinkedIn)
No, we don’t think it is necessaryNo, but we are thinking of creating one soonYes, but they are not 100% focused on thisYes. We think this is very important for the company
Ignore the consumer. After all, the company has already contacted them and their problem probably can’t be resolvedReply to their post with the same answer sent via email, as this is the company’s final and official answerApologize for the company’s error, and assure them that the situation will not happen again and request that they contact you via e-mail or phone in order to get the problem resolvedGive this consumer special attention, after all, if they are unhappy, it is because their problem still hasn’t been resolved. Be considerate and try to understand their side in order to resolve the situation as quickly as possible through the channel wher
General profile, there is no specific employee expertiseThe main difference is the need to be communicative and enjoy customer interactionCompetent and focused on achieving company goals (SLA, TAR, FCR and CPC)Polite, attentive, empathetic, and proactive. The employee must be concerned, first and foremost, with pleasing the customer
Only the traditional channels: e-mail and telephoneTelephone, e-mail and FacebookTelephone, e-mail and all social networksAll channels through which the consumer requests a service
What Is Your Company’s CX Level?
Customer appreciation is the key to your company’s success, after all, they are your focal point. Without understanding each consumer’s wants and needs, you will not be able to provide an unforgettable service and keep the customer.
In order to provide a good interaction between the company and the customer, it is necessary for you to understand Customer Experience a little more. Click here to find various materials that can help you.
You are on the right track but need to analyze some of the company’s outlooks in relation to customers. Don’t forget: the focus is always on them!
Your company understands what Customer Experience is and can see the customer’s true value. Stay committed to offering a good service and stay connected to the sector’s content and news.