客戶服務管理英語詞匯

英：

　　Pro-active customer care

　　 Anticipating and meeting customer needs at critical points of the customer life-cycle. This includes periodic follow-up, customer rewards, other perks, providing VIP and other membership privileges, and in some cases, personalized service (e.g. sending out birthday/anniversary cards).

　　Follow-up

　　 The process or act of returning a customer’s call on an issue or executing a task to address a customer’s concern. It is usually a feedback-soliciting process to determine the effectiveness of customer service and delivery.

　　Feedback

　　 The process of giving and receiving input in the form of comments, opinions, observations, and analysis to either validate or invalidate the customer service system.

　　Customer touch-points

　　 Specific actions that are carried out at measurable intervals during a customer life-cycle. It’s a tool to ensure that the customer feels cared about, and that the company values his or her business.

　　Customer loyalty

　　 Condition where a customer, because of favorable experiences with a product, service, or company, voluntarily and gladly chooses to remain a loyal consumer of that product, service, or company. He or she is unwilling to switch brands in spite of marketing and advertising campaigns by competitors.

　　Value proposition

　　 The characteristic of enhancing the desirability of a product, service, or brand identity by adding further intrinsic value to the existing package. It is usually made in the form of an offer to the customer which incorporates a call to action to which the customer responds favorably to.

　　Tracking & learning

　　 Process of measuring the entire customer-care life-cycle and system including all its critical way points, to modify, improve, or remove any touch points necessary to improve the process even further. The lessons learned from this assessment are used to validate or invalidate components of the system. The ones which are useful are kept, the ones which aren’t are discarded or modified.

　　Best practices / World-class practices

　　 These are practices or ways of meeting or exceeding customers’ expectations, which have evolved to such a high standard that no immediate changes need to be made to the process or system. They are the yardstick or role model which other systems, companies, etc. try to match.

　　中：

【客戶服務管理英語詞匯】相關文章：

客戶服務部門管理制度08-28

保險客戶服務_續(xù)期管理職位說明書09-15

客戶服務專員崗位職責10-23

客戶服務主管崗位職責08-02

客戶服務總監(jiān)崗位說明書09-12

客戶服務代表英文簡歷模板08-07

保險客戶服務崗位說明書08-10

客戶服務部經理崗位說明書09-04

客戶中心現場管理制度08-29

客戶服務工作保證書范文06-29