Elevating Customer Experience

Which of these statements is incorrect?

• Companies who make customer service a priority make 60% higher profit than rivals.

• A customer who is dissatisfied will tell 9-15 people about their bad experience.

• 91% of unhappy customers will never willingly do business with you again.

• Repeat customers don't spend more than new customers.

This is the person, or group/unit that receives and must be satisfied with the product, service or work output.

• Boss

• Business Owner

• Customer

When do we take care of customer concerns?

• Only when they are at the clinic.

• Before, during, and after the customer's requirements are met.

• Only when they raise a concern.

In the ladder of loyalty, at what level do we want our customers to be in?

• Prospect

• Customer

• Loyal

• Advocate

True or False. Good customer service leads to competitive business.

• True

• False

True or False. A personalized experience develops a loyal customer.

• True

• False

This will help your company better understand customer groups, and to recognize key traits within them.

• Customer journey map

• Customer persona

• The ladder of loyalty

What's the communication style of this customer?

Pakiexplain nga sakin kung anong mga procedure gagawin nyo.

• Analytical

• Driver

• Amiable

• Expressive

What's the communication style of this customer?

Sobrang nagwoworry ako kasi ilang araw na sya nagsusuka. Di ko pa naman sya matutukan kasi may work ako everyday so baka kasalanan ko kaya lumala na talaga. Ang sama ng loob ko sa sarili ko.

• Analytical

• Driver

• Amiable

• Expressive

What will likely happen if we build rapport with customers? Check all that applies.

• Like and trust you

• Communicate more openly with you

• Feel confident in your abilities and product knowledge

• Respond well to you closing a sale