CR - Customer Relationships Overview
Customer Relationships
Introduction
The customer is not always right, however; several strategies can be implemented for developing customer focus. This module will provide you with information on building customer relationships. You will discover how to handle customer complaints, interact with difficult, and discover how technology that can be utilized to serve customers.
Essential Questions
- What strategies can be used for developing customer focus?
- How can being informed of a customer's generation aid in providing quality customer service?
- Why is it important to be trained on how to engage with customers who have disabilities?
Key Terms
- Backlog - when a help desk becomes overwhelmed and customer requests are not dealt with immediately, they become a backlog.
- Canned Response – answers to frequently asked questions that helps service representatives save.
- Cross selling - promotes products related to the one the customer ordered.
- Customer focus - the attitude and commitment for providing quality customer service.
- Customer service - the ability of an organization to consistently give customers what they need and want.
- Empathy – understanding or showing concern for someone’s feelings or position.
- External customers - people or other organizations that buy or use the products and services provided by a company.
- Internal customers - departments or employees within an organization who use the products or services provided by others within the organization.
- Knowledgebase - a centralized online database that provides resources for troubleshooting and solving problems.
- Up selling - encourages a customer to buy a more expensive product compared to the one he or she asked for.
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