Be able to plan the delivery of customer service
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Question 1 of 5
It's important to understand customers’:
Needs and expectations
Listening skills
Organisational goals
Product knowledge
When mapping the customer journey, an organisation must map the customers’:
Experience
Behaviour
Procedures
Technology
A successful organisation will always:
Lose customers
Be the cheapest option
Exceed customer expectations
Use a lot of technology
Customer segmentation is the grouping together of customers based on:
Similarities
Marketing
Touch points
Accounts
When dealing with unexpected additional workloads, your first step should be to:
Ask a colleague to take on the extra work for you
Work overtime to clear the backlog
Create and prioritise a to-do list
Ask customers for information
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