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Learn about the history, types and features of CRM systems, which are used to manage interactions with customers across different channels and platforms. Find out how CRM can help businesses improve customer satisfaction, loyalty and sales growth.
Learn about the role, skills, and salary of customer service representatives (CSRs), who interact with customers to handle complaints, process orders, and provide information. CSRs may work in call centers, retail, or online platforms.
Learn about the definition, scope and skills of customer support, a range of services to assist customers in using a product. Find out how to offer web-based assistance via phone, email, chat and other tools.
KADIN Indonesia is a non-governmental trade association that represents and promotes the interests of Indonesian entrepreneurs. It was founded in 1968 and has a history of cooperation and consultation with the government and other chambers of commerce.
Technical support is a customer service that advises and assists users with technical products. It can be done online, by phone, or through chat, and it can be outsourced or in-house. Learn about the different tiers of technical support and their roles and responsibilities.
A four-item six-point customer service satisfaction form. Organizations need to retain existing customers while targeting non-customers. [15] Measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace.
Course content typically includes greeting the customer (either by phone or in person), questioning to understand the customer’s need or problem, listening, confirming understanding, responding with value, using positive language, eliminating jargon, concluding the phone or face-to-face interaction, dealing with angry customers, and the importance of body language and tone of voice.
Customer knowledge is the information needed, created and absorbed during the exchange between customers and enterprise. It can be classified into different types, such as knowledge about, for and from customers, or behavioural and attitudinal knowledge.