Customer Feedback Management System Clipboat Technologies Private Limited

1. 1/23/2018 Customer Feedback Management System | Clipboat Technologies Private Limited  care@clipboat.com (mailto:care@clipboat.com)    +91-9560819555  (https://www.facebook.com/Clipboat-802072903328367/)  (https://twitter.com/clipboat)  (https://www.linkedin.com/in/clipboat-technologies/)  (https://www.instagram.com/clipboat/)  PROGRAM OBJECTIVES    Learn to identify and analyze customer needs and problems.    Recognize the most common reasons for customer complaints.    Discover techniques to cultivate and maintain special customer relationships.    Assess your communication style and use two-way communication skills to level with people, to accept feedback from them, and to discuss problems.    Identify speci?c problems in your customer service program and apply treatment. http://www.clipboat.com/feedback-management-system.php 1/5

2. 1/23/2018 Customer Feedback Management System | Clipboat Technologies Private Limited A CHALLENGE QUESTIONS ON BEING A CUSTOMER    Why do you need customer service?    Was the service provided over the phone or in person?    How did the customer service representative respond to your request, inquiry or problem?    If you felt the service was excellent, describe what made it so good.    If you felt the service was exceptionally poor, describe what made it that way. DO YOU KNOW WHY THEY LEAVE?    1% die.    3% move away.    5% develop other relationships.    9% leave for competitive reasons.    14% are dissatis?ed with product or service.    68% leave because of rude or discourteous service. COMPETENCIES Communication    Customer Sensitivity    Decisiveness    Flexibility    Follow-up    Impact    http://www.clipboat.com/feedback-management-system.php 2/5

3. 1/23/2018 Customer Feedback Management System | Clipboat Technologies Private Limited Initiative    Integrity       Job Knowledge    Judgment    Motivation To Serve    Persuasiveness/Sales    Planning    Resilience    Situation Analysis    Work Standards http://www.clipboat.com/feedback-management-system.php 3/5

4. 1/23/2018 Customer Feedback Management System | Clipboat Technologies Private Limited COMMON EXCUSES FOR SERVICE LAPSES: List ?ve to eight excuses you hear customer service representatives give for o?ering indi?erent or poor customer service.  Think of one of more ways to counter each excuse.  I don't have enough time.  I don't get paid to be nice. I am measured by my productivity and accuracy.  How can we do a good job if the computer is always down?  Every customer is totally bonkers today.  I can't deal with people who do not show me respect.  How can we do a good job if the other departments do not provide the back-up we need?  I am having a bad day.  People are basically stupid.  I am always too busy.  http://www.clipboat.com/feedback-management-system.php 4/5

5. 1/23/2018 Customer Feedback Management System | Clipboat Technologies Private Limited OUR SOLUTIONS Customer Feedback management Service Understanding the basics of e?ective customer service, addressing excuses, examining behaviors, 7 steps to customer service, words to use and words to avoid, top ten customer complaints, ?ve common customer requests, implementing a good customer service program, service standards, 4 steps to super service, http://www.clipboat.com/feedback-management-system.php 5/5