13.2.2018
Customer Care
- to work further on future tenses,
- to expand vocabulary and practise speaking related to customer care/customer service.
Customer Care - a brainstorming session
Aila: Polite, on-time, professional, knows well the demands of costumer, contacts,
Asta: trouble shooting, technical support, chat, training, service, repair,
Eila:Be patient, be friendly
Bożena: satisfaction, target, purchase, meet expectation (täyttää odotukset), research, loyalty, product, market share (markkinaosuus)
Nina:
1. What do you know about CUSTOMER CARE? What is it for you?
2. Would you add anything else to the CUSTOMER CARE? If yes, what?
3. Using your own words, explain what Customer Care is.
4. Have you ever thought of working in Customer Care?
5. What makes a perfect Customer Care specialist?
6. What are advantages and disadvantages of working as a Customer Care specialist?
What is customer care?
Customer care involves putting systems in place to maximize your customers' satisfaction with your business. It should be a prime consideration for every business - your sales and profitability depends on keeping your customers happy. Customer care is more directly important in some roles than others. For receptionists, sales staff and other employees in customer-facing roles, customer care should be a core element of their job description and training, and a core criterion when you're recruiting. But don't neglect the importance of customer care in other areas of your business. For instance, your warehousing and dispatch departments may have minimal contact
with your customers - but their performance when fulfilling orders has a major impact on customers' satisfaction with your business.
profitability - the degree to which a business or activity yields profit or financial gain. (kannattavuus)‘profitability may not improve until well into next year,' ’intense rivalry reduces industry profitability’
performance - the action or process of performing a task or function. (saavutus). ‘the continual performance of a single task reduces a man to the level of a machine’
core: The part of something that is central to its existence or character. ‘the plan has the interests of children at its core,' the basic and most important part of something (pää)
maximize - make as large or great as possible‘ (maksimoida) the company was aiming to maximize profits’
Quiz
1. What / customers / complain / unhappy / percentage of / never /?
A. 50% B. 75% C. 96%
What percentage of uhappy customers never complain?
2. If you / resolve / to the customer’s satisfaction / a complaint, / stay with you / what percentage of customers / will?
A.between 54% and 70% B. between 75% and 96% C. more than 96%
If you resolve a complaint to the customer’s satisfaction, what percentage of customers will stay with you?
3. How many / a dissatisfied / about their experience / people / customer / will / tell /?
A. 4 or 5 people B. more that 20 people C. 9 or 10 people
How many people will a dissatisfied customer tell about their experience?
4. If you / tell about it / resolve a complaint / how many people / will the customer / to the customer’s satisfaction?
A. on avarage 2 people B. on avarage 10 people C. on avarage 5 people
If you resolve a complaint to the customer’s satisfaction, how many people will the customer tell about it?
5. How many times / to gain / more expensive is it on average / customer / a new / than / an existing one / to retain?.
A. 10 times more expensive B. 5 times more expensive C. 8 times more expensive
How many times more expensive is it on average to gain a new customer than the existing one?
Interesting pieces of information
- It can cost up to five times as much to attract a new customer than to retain an existing one.
- The average business never hears from 96% of its unhappy customers.
- For every complaint received, the average company has 24 customers with problems, 6 of which are serious in nature.
- Surprisingly, of the people who have problems, complainers are more likely than non-complainers to do business again with a company that upset them, even if the problem isn’t satisfactorily resolved.
- Of customers who register a complaint, between 54% and 70% will do business again with the organisation if their complaint is resolved. That figure goes up to an impressive 95% if the customer feels that the complaint was resolved quickly (24 hours).
- The average customer who has a problem with an organisation tells 9 or 10 people about it. Thirteen percent of the people who have a problem with an organisation recount the incident to more than 20 people.
- Customers who have complained to an organisation and had their complaints satisfactorily resolved tell an average of 5 people about the treatment they receive.
A complaint - vocabulary
Key Vocabulary
customer service representatives (reps) - people employed to represent and act as an advocate for the interests of customers.
gather information – collect information.
resolve the problem - settle or find a solution to a problem.
‘the firm aims to resolve problems within 30 days’
deal with complaints
deal with - take measures concerning (someone or something), especially with the intention of putting something right.
‘the government had been unable to deal with the economic crisis’
a complaint - the expression of dissatisfaction.
‘a letter of complaint’
‘he hasn't any cause for complaint’
not our policy – not our principle of action adopted or proposed by our company.
‘the government's controversial economic policies’
mass noun ‘it is not company policy to dispense with our older workers’
troubleshoot - analyze and solve serious problems for a company or other organization.
‘What I need more practice on is troubleshooting.’
glitch (noun) - a sudden, usually temporary malfunction or fault of equipment.
‘a draft version was lost in a computer glitch’
glitch (verb) - suffer a sudden malfunction or fault.
‘the elevators glitched’
Key Phrases
What seems to be the problem?
What happened exactly?
I'm afraid it's not our policy to ...
I promise you I'll ...
Did you read the instructions that came with the ...?
How were you using the ...?
I understand you're upset, sir.
I'm just trying to understand the problem.
We’re sorry that you’ve had a problem with this product.
Is there anything else I need to know about this that I haven’t thought to ask?
Liitteet:
A complaint - a dialogue
Mistakes happen. When they do, customer service representatives often need to handle consumers' complaints. It's also important for customer service reps to gather information to help resolve the problem. The following short dialog provides some helpful phrases to deal with complaint:
Customer: Good morning. I purchased a computer from your company last month. Unfortunately, I'm not satisfied with my new computer. I'm having a lot of problems.
Customer Care Representative: What seems to be the problem?
Customer: I'm having problems with my Internet connection, as well as repeated crashes when I try to run my word-processing software.
Customer Care Representative: Did you read the instructions that came with the computer?
Customer: Well, yes. But the troubleshooting section was no help.
Customer Care Representative: What happened exactly?
Customer: Well, the Internet connection doesn't work. I think the modem is broken. I'd like a replacement.
Customer Care Representative: How were you using the computer when you tried to connect to the Internet?
Customer: I was trying to connect to the Internet! What kind of question is that?!
Customer Care Representative: I understand you're upset, sir. I'm just trying to understand the problem. I'm afraid it's not our policy to replace computers because of glitches.
Customer: I bought this computer with the software pre-loaded.
I haven't touched anything.
Customer Care Representative: We’re sorry that you’ve had a problem with this computer. Could you bring in your computer? I promise you we'll check the settings and get back to you immediately.
Customer: OK, that will work for me.
Customer Care Representative: Is there anything else I need to know about this that I haven’t thought to ask?
Customer: No, I'd just like to be able to use my computer to connect to the Internet.
Customer Care Representative: We'll do our best to get your computer working as soon as possible.