Everything About Customer Service | 5 Strategies | Dr Vivek Bindra

Customer Service- 5 Strategies:

1- Art & Science of Feedback Forms

  • Measures- Customer Satisfaction
  • Improve- Customer Retention
  • Detects- Improvement Areas
  • Provides data
  • Helps to acquire new customers
  • How to create Feedback Forms?

    • Website
    • Social Media
    • Online Shop
    • Hard Copy
    • Chatbots
    • In-Store
    • Polls

2- NPS in Loyalty Score

  • How likely are you to recommend this product to your friends and family?
  • Rating (9-10) -Promoter
  • Rating (7-8) -Neutral
  • Rating (0-6) -Detractor
  • NPS Score= Promoter- Detractor

3- Grievance Management

  • Talk to the Customer
  • Listen Carefully
  • Confirm the Decided Solution
  • Give Something Back
  • Offer Discounts on Next Purchase
  • Gift Voucher
  • Record Complaints
  • Feedback Calls
  • Monitor Score

4- First Call Resolution

  • Avoid Multiple Callbacks
  • Higher First Call Resolution Rate
  • Find Common Issues
  • Educate the Agents
  • Set Realistic Customer Expectations

5- Turnaround Time:

  • Improve – TAT
  • Reduce Waiting time
  • Reduce Average Hold Time
  • Rspond within 24 Hours
  • Incentives your time
  • Expalin Negatve Impact
  • Provide Access – Information

 

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