Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits by John A. Goodman

Author:John A. Goodman [Unknown]
Language: eng
Format: epub, mobi, pdf
Published: 2011-10-07T07:28:00+00:00

Internal Follow-Up and Referral Follow-Up. The internal follow-up and referral follow-up activities ensure that problems referred by CSRs to analysts or other parties are properly handled.

Best Practices. Track all referred cases and inform CSRs when problems have been resolved so that they will project confidence in the referral process to customers. Such confidence results in a reduction in calls from customers to confirm that the transaction was done or that the repairman will show up on time. The tracking process should report resolution to the CSRs proactively to eliminate the need for them to check on cases repeatedly.

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