[英语面试须知]英语面试有哪些须知是求职者所不知道的呢？一起来看看。 1. What isimportant to you in a job? 这个工作对你最重要的是什么? Challenge, the feeling of acplishment, and k...+阅读
英：
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 customers call on an issue or executing a task to address a customers 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 ments, 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. Its a tool to ensure that the customer feels cared about, and that the pany values his or her business.
Customer loyalty
Condition where a customer, because of forable experiences with a product, service, or pany, voluntarily and gladly chooses to remain a loyal consumer of that product, service, or pany. He or she is unwilling to switch brands in spite of marketing and advertising campaigns by petitors.
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 forably 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 ponents of the system. The ones which are useful are kept, the ones which arent are discarded or modified.
Best practices / World-class practices
These are practices or ways of meeting or exceeding customers expectations, which he 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, panies, etc. try to match.
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