What are some service attitudes and practices that promote retaining customers?
In Chapter 1, the fictional CEO in project 1.5 essentially summed up the ideal service attitude for excellent customer service. She said that every customer’s order is perfect or they don’t pay. The attitudes needed to retain customer revolves around that adage that the customer is always right. In both examples, the key to making customers happy is to go above and beyond when trying to satisfy their needs. In order for this work, the customer service team has to display positive attitudes and have a serving personality. In other words, they genuinely want to help a customer.
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"Customer Retention".
Exhibit professionalism; demonstrate willingness to help; and provide quality goods and services are some practices for customer retention. Express understanding and make customers feel important and welcome. Create a customer centric environment.
What service issues must be carefully addressed by CSRs to retain customers over a long period of time?
Customers come back to companies that provide positive experiences. Customers want to feel welcome, valued and important. In today’s global economy, CSRs must also be able to service a diverse set of customers. They must also accept responsibility and take accountability for all interactions or transactions with customers.
Which skills should CSRs demonstrate that keep customers returning for more product?
The skills that keep customers coming back are communications and knowledge. Good CSRs have to ask questions to find out what the customer wants. This skill helps them uncover needs, empathize and clarify. They must be able to speak to a diverse audience, and develop rapport. Customers also expect a certain level of product knowledge. They must be able to handle irate or difficult customers without losing patience. Some of the core competencies for CSRs are: responsiveness, objectivity, relationship building and sensitivity.
