7-3 Customer Service, Part 2, Reactive

Match the following

• Complaint

• A conversation a company has with a customer after the customer leaves, to find out the reason for the decision; and this information can be used to improve the customer experience going forward and to prevent similar occurrences in the future.

• Customer Exit Interview

• Someone who uses manipulative measures to avoid paying for a product or service or to receive a discount.

• Domineering Customer

• A type of customer communication that claims there were deficiencies in the company’s product or service.

• Dishonest Customer

• Someone who feels they know more or are generally better than the average person.

• Complaining Customer

• Someone who often experiences a challenge or general dissatisfaction with a product or service.

Match the following

• Customer Service

• The individualized attention provided and available to customers throughout their lifespan as customers.

• Reactive Customer Service

• The act of anticipating customer needs and doing something about it before the customer knows they need it.

• Pro-active Customer Service

• When a company’s customer service team reacts, responds and resolves its customers’ suggestions, questions, and problems.

The act of anticipating customer needs and doing something about it before the customer knows they need it.

The individualized attention provided and available to customers throughout their lifespan as customers.

Someone who often experiences a challenge or general dissatisfaction with a product or service.

A type of customer communication that claims there were deficiencies in the company’s product or service.

A conversation a company has with a customer after the customer leaves, to find out the reason for the decision; and this information can be used to improve

Someone who uses manipulative measures to avoid paying for a product or service or to receive a discount.

Someone who feels they know more or are generally better than the average person.

When a company’s customer service team reacts, responds and resolves its customers’ suggestions, questions, and problems.