Pro-active customer care

Anticipating and meeting customer needs at critical points of the customer life-cycle. This includes periodic follow-up, customer rewards, other perks, providing VIP and other membership privileges, and in some cases, personalized service (e.g. sending out birthday/anniversary cards).
Follow-up

The process or act of returning a customer’s call on an issue or executing a task to address a customer’s concern. It is usually a feedback-soliciting process to determine the effectiveness of customer service and delivery.

Feedback

The process of giving and receiving input in the form of comments, opinions, observations, and analysis to either validate or invalidate the customer service system.

Customer touch-points

Specific actions that are carried out at measurable intervals during a customer life-cycle. It’s a tool to ensure that the customer feels cared about, and that the company values his or her business.

Customer loyalty

Condition where a customer, because of favorable experiences with a product, service, or company, voluntarily and gladly chooses to remain a loyal consumer of that product, service, or company. He or she is unwilling to switch brands in spite of marketing and advertising campaigns by competitors.

Value proposition

The characteristic of enhancing the desirability of a product, service, or brand identity by adding further intrinsic value to the existing package. It is usually made in the form of an offer to the customer which incorporates a call to action to which the customer responds favorably to.

Tracking & learning

Process of measuring the entire customer-care life-cycle and system including all its critical way points, to modify, improve, or remove any touch points necessary to improve the process even further. The lessons learned from this assessment are used to validate or invalidate components of the system. The ones which are useful are kept, the ones which aren’t are discarded or modified.

Best practices / World-class practices

These are practices or ways of meeting or exceeding customers’ expectations, which have evolved to such a high standard that no immediate changes need to be made to the process or system. They are the yardstick or role model which other systems, companies, etc. try to match.

中：

積極主動(dòng)的客戶服務(wù)

顧客一生中在一些重要階段都會(huì)有特殊需要。商家不但要期望獲得顧客的要求，更重要的是要滿足這些需求。這主要包括定期的后續(xù)服務(wù)工作、客戶獎(jiǎng)勵(lì)以及其他一些特別服務(wù)，如給予VIP和其他等級(jí)的會(huì)員特殊待遇。在一些情況下，還可以提供一些人性化的服務(wù)（比如寄送生日卡或周年紀(jì)念卡等）。

后續(xù)服務(wù)工作

這是一個(gè)回復(fù)客戶業(yè)務(wù)來(lái)電或解決客戶關(guān)心的問(wèn)題的過(guò)程。也往往是確定客戶服務(wù)工作是否有效的意見反饋或措施。
反饋意見

這是個(gè)給予或接收各種形式的反饋意見的過(guò)程，反饋包括各種評(píng)價(jià)、意見、觀察報(bào)告或分析，通過(guò)這些反饋決定現(xiàn)行客服工作系統(tǒng)是否有效，是否值得繼續(xù)運(yùn)行。

關(guān)注客戶的情感點(diǎn)

在客戶生活和工作的重要時(shí)刻給予特別的服務(wù)，這會(huì)讓你的客戶感覺到你對(duì)他的關(guān)心以及你對(duì)雙方合作的重視。

客戶忠實(shí)度

客戶基于對(duì)某產(chǎn)品或服務(wù)比較滿意，或與公司的合作比較愉快，會(huì)自愿留下來(lái)繼續(xù)使用該產(chǎn)品或服務(wù)。無(wú)論其他公司采取怎樣的營(yíng)銷和廣告手段，客戶都不會(huì)轉(zhuǎn)換品牌。

增值建議

通過(guò)增加現(xiàn)有產(chǎn)品、服務(wù)或品牌的內(nèi)在價(jià)值來(lái)增加其可取之處。通常的形式是承諾對(duì)客戶隨時(shí)提出的問(wèn)題即時(shí)解決，并達(dá)到讓客戶滿意。主要是增加售前售后服務(wù)，當(dāng)然也有通過(guò)打折銷售以回報(bào)消費(fèi)者的措施。

追蹤

衡量整個(gè)客服系統(tǒng)和運(yùn)行周期的過(guò)程，并秉著“一切為提高服務(wù)效率”的宗旨，對(duì)各環(huán)節(jié)工作進(jìn)行修改，改進(jìn)或擯棄。從評(píng)估的結(jié)果來(lái)決定哪些環(huán)節(jié)可以繼續(xù)使用。有用的將被保留，沒用的則會(huì)被擯棄或修改。

最佳方案/世界一級(jí)方案

這些是能夠滿足甚至超越客戶期望值的策略和方法，由于已經(jīng)達(dá)到極高水平，所以近期無(wú)須做出任何改動(dòng)。它們是其他系統(tǒng)、公司等力求達(dá)到的標(biāo)準(zhǔn)或效仿的。