文档介绍：ImprovingcustomerserviceAndcustomersatisfactionBytheendofthisactivity,youshouldhave:◆ gainedagoodunderstandingoftheimportanceofcustomersatisfaction;◆ developedvocabularyrelatedtocustomersatisfaction;◆ improvedlisteningskillsand◆ comprehensioninbusinesssituationsrelatedtocustomersatisfaction;and◆ learnedtosummarizeinformationanduseittomakecorrectjudgmentsTask1 ,asitgeneratesthethreevital‘R’s-Referrals,‘R’srepresentrespectively?Referrals:Repurchases:Reducedcostofservice:Whencustomersaresatisfied,mendyourproductsorservicestootherpeoplearound,andthisis“referral”.Whencustomersaresatisfied,ebackandgivemoreorders,andthisiscalled“repurchases”or“repeatbusiness”.,customersatisfactionleadsto“reducedcostofservice”.However,whencustomersareunhappy,–instead,plaintoeveryoneelsetheyknow–,plaintResolutionandCustomerSatisfaction”.”Benefitsofpromptproblemsolvingbetter,fasterand(1)cheaper Resultofpoorserviceworkloadincreasedby(2)1/3 Bestpersonforcustomerrecovery(3)front-line employeesFormsofcustomerrecovery(4)discount coupons,speeduprefundsorwaivepenalties,carefulexplanation,empatheticlisteningwith(5)apology SpeechbythecustomerservicetrainerManypeoplehavenotrealizedthatsolvingcustomers’urisnotonlybetterandfaster,it',,itcostslessandresultsinafasterresponseandfewerfollow-,municationmayincreasethetotalworkloadbyuptoone-third!Thatisw