BPO
...to help you to communicate effectively and professionally with your call center customers. 2 imp.links to every interaction you have with the customer. The purchase & the relationship. Customer or Buyer:Customer is the King in any business and very imp for success of any business. do not advertise good service quality deliver it. the higher the business level of service delivered the higher the expectations of customer. Top management companies committed to good service..stay in touch with customers and employees. to know what your customer really wants. what competitors are doing. observations of customer behaviour. Best practices of companies outside your industry. Effective service standards. SMART - Relevant to customers with support of organisation as a whole to deliver customer satisfaction. standard behaviours: Greeting customers. Smiling Using customer's name Escorting customers. Customer Retention: 80/20 principle: Vilfredo Pareto. Italian Economist: " 80% of business comes from 20% of the customers". who is driving your business and problems??? Reasons for developing long-term relationships with customers. It cost five times to attract new customers as it does to keep an old one. cost of getting a new customer can be high. loyal customers spend more and cost less to serve. satisfied customers tend to recommend your products Advocates of a company are more likely to pay premium prices to a supplier they know and trust. Retaining existing customers prevents competitors from gaining market share. Loyalty Ladder. ADVOCATES... Regular Customers... Occasional Users.. One off purchasers. What is good service? Expectations are high Service recieved low =poor service Expectations Low Service recieved high= good service. Matching Expectations. Expectations of customer...